Regional Manager, Workforce Management - Cambridge, Canada - Allianz Partners

Allianz Partners

Verified Company

Cambridge, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Who we are:

People are at the heart of the Allianz brand. At Allianz, helping people is in our DNA.

We believe in being a part of the solution for a better tomorrow, and know that we have a positive impact on people's lives across the globe.

If you are looking to be part of something big, then come join our local family - we want to hear from you

About the role:

What you will be doing:

Build a winning culture, with enthusiastic leadership and the ability to communicate and connect with all levels of Associates, members of the business, and other relevant internal or external groups. Responsible for the attraction, retention, motivation, and engagement of associates._
Supervise, coach and develop associates to ensure efficiency of the department, satisfaction of customers and clients, and to maximize associate performance.
Hold regular oneonone's and team meetings; contribute to team engagement.
Actively manage performance; identify training needs and provide posttraining support for call center and frontline operation positions.
Perform other leadership duties such as ensuring time worked is approved and entered on time, performance reviews are conducted and new staff are recruited on time.
Manage the day to day operations of the department._
Effectively manage the daily activities of the department to ensure maximized scheduling and realtime utilization of resources to ensure meet client service level agreement.
Manage 24/7 operation with two separate business entities with multiple lines of business.
Achieve all established service standards and turnaround times for both internal and external clients.
Initiate, research and recommend process and workflow enhancements to increase efficiency.
Prepare, analyze and act on various reporting metrics/KPI's.
Maintain uptodate knowledge of industry developments and competitive intelligence.
Respond to and collaborate on issues and requests from other internal and external departments. Liaise with internal partners and act as a trusted source.
Support the implementation of new business in collaboration with key stakeholders.
Support the Director for regionalization efforts of business productivity with partner entities in the United States, Mexico India and alignment to the target operating model.
Support and participate in the implementation of new programs including staffing/statistical modeling, scheduling of training, and WFM system updates.
Develop statistical/staffing models for internal product/process changes as well as regional integration initiatives.
Drive the integration of new technologies such as robotics process automation (RPA), visual IVR, chat bots, etc. into the operational delivery platform.
Participate on the BCP/Emergency Planning team, including oncall support and adhoc reporting/modeling.
Support adhoc reporting for presentations and promotional materials.
Ensure accurate and timely delivery of all required local, regional and global reporting.
Produce biweekly midterm outlook plans and present to management with hiring recommendations for the business unit.
Participate on crossdivisional teams related to Reporting/Data Quality initiatives.
Provide strategic recommendations for Operations processes and technology to increase speedtomarket for new products and services.
Assist in ongoing development of alternative workforce strategies. Support operations leadership team to execute on strategic initiatives.
Support census management to ensure the accuracy of staffing levels
Perform other duties as assigned.

What it takes:

College Degree/Diploma, preferably in the disciplines of Computer Science, Math, Statistics, or Business, coupled with a minimum of 5 years' experience in a workforce management capacity within a contact center.
Minimum 3 years' leadership experience.
Demonstrated success in establishing and driving service excellence.
Experience managing a 24/7 operation with multiple line of business and spread across different geographic locations.
Proficiency using Business Intelligence tools (i.e. Power BI, Cognos, Business Objects,
Qlikview) and exposure to source system query engines (i.e. Verint, SAP, PeopleSoft, Cisco, Avaya) required.
Proven track record in transforming a workforce management function in a largescale operation with tangible results.
Advanced PowerPoint and Excel skills.
Demonstrated ability to build strong relationships at all levels of the organization.
Demonstrated ability to effectively lead people, get results through others and provide coaching/constructive feedback.
Experience with Visual Basic and SASS preferred.
Experience with Verint strongly preferred

What we offer you:

A competitive total rewards package, including benefits coverage as of your first day of employment, participation in the company's annual incentive bonus plan, an employer matched retirement plan, tuition re