Senior - level Administrative Partner at Aerospace Corporation providing strategic insights and administrative leadership. Enhance overall operations while collaborating with internal and external stakeholders.
About the role
- Planning Resource Manager at Northwestern Mutual overseeing workforce development plans for operational business areas. Managing staffing resources and ensuring operational efficiency in the call center environment.
Responsibilities
- Develop, coordinate and manage execution for Workforce development plans, strategy, and projects
- Work with Operations leadership teams and vendors for staffing plans and service level results
- Optimize staffing resources and monitor intra-day service levels
- Evaluate current workflow for policy/procedure changes to increase work efficiencies
- Manage people activities including performance standards, hiring, and staff retention
- Lead efforts to manage cultural and process changes within the department
- Manage financial resources including budgeting
Requirements
- Bachelor's degree in business or related field or equivalent combination of education and experience
- Minimum of five years related experience preferably in workforce management operations in a call center or blended operations environment
- Proven leadership skills with diverse teams in an operational environment
- 2+ years of people management experience
- Analytical ability, judgment and decision making
- Good management and interpersonal skills
- Experience with process improvement and workflow
- Good project management experience
- Excellent written and verbal communication skills
- Advanced Excel skills including complex formulas and pivot tables
- Experience with WFM software, preferably Verint
- Experience with Automatic Call Distribution (ACD) and routing systems
Benefits
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development
Job title
Job type
Experience level
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Degree requirement
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