Seeking a Project Commercial Manager for the Process and Energy sector in North East England. Responsible for maximising commercial performance and managing project risks.
About the role
- Senior Manager of Workforce Management overseeing workforce resources at GEICO. Leading operational excellence and transforming contact center performance across various product lines.
Responsibilities
- Lead, mentor, and develop a team of workforce professionals
- Oversee the development of precise short-term and long-term forecasts
- Implement robust real-time management strategies to monitor contact center performance
- Conduct forward-looking advanced data analysis to identify performance trends
- Identify and implement opportunities to streamline processes and adopt innovative technologies
- Serve as the key liaison between workforce management, operations, and senior leadership teams
Requirements
- Bachelor’s degree in business, Finance, Statistics, Operations Management or related field
- Minimum of 5 years of workforce management experience in a high-volume contact center environment
- At least 4 years of leadership experience
- Expertise with NICE Workforce Management (WFM), AWS Connect and Alvaria
- Advanced proficiency in WFM tools, predictive analytics, and data visualization platforms including PowerBI, Excel and other Microsoft tools
- Strong knowledge of WFM metrics (e.g., SLAs, occupancy, adherence, ASA) and operational best practices
Benefits
- Comprehensive Total Rewards program
- Financial benefits including market-competitive compensation
- 401K savings plan vested from day one that offers a 6% match
- Performance and recognition-based incentives
- Tuition assistance
- Mental healthcare as well as fertility and adoption assistance
- Flexibility to work from anywhere in the US for up to four weeks per year
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