Easter Seals Jobs

Description

JOB TITLE: DIRECTOR SERVICE OPTIMIZATION

PURPOSE:

The Director Workforce Management Service Optimization is a key strategic leader responsible for driving service operations optimization enhancing service delivery and modernization executing mission-critical projects and ensuring seamless integration across technology and business functions. This leader will champion customer-centricity delivering enhanced service experiences through innovative solutions and multi-year roadmaps.

This role focuses on improving member experience optimizing processes and leveraging technology for operational efficiency and enhanced service strategies. As a liaison between IT and Operations the Director will ensure the implementation of new technologies and drive continuous improvement across all service touchpoints. Direct analysts who provide strategic and actionable insights regarding the customer experience. Track response time first contact resolution hold time and abandonment rates. Oversee customer metrics and identify unique customer traits trends and issues to better provide support and refine customer interactions. Work closely with customer service/call center management to identify areas of improvement for the customer experience and guide customer service/call center staff on findings. Work to improve processes and implement cost reduction strategies. The position holds accountability for Department budget planning and management.

Reporting to the VP of Commercial Service Operations the Director will play a crucial role in aligning strategic initiatives with business objectives to enhance member experience and operational efficiency.

Strategic Leadership

Lead the technical execution of a multi-year roadmap for service optimization incorporating people process and technology perspectives. Collaborate with cross-functional teams including IT Operations and Business Integration to ensure seamless execution of strategic initiatives.

Develop and implement strategies controls and roadmaps to ensure continued current and future improvement in the synchronization of systems people processes and performance.

Oversee the implementation and optimization of CRM telephony and other critical technologies ensuring alignment with business requirements and operational needs.

Assess current state operations identify improvement opportunities and implement strategies to enhance service delivery and customer satisfaction. Champion ongoing innovation through data-driven insights identifying opportunities to enhance service delivery and operational efficiency.

Operational Excellence

Manage large-scale projects targeting efficiency gains and enhanced member experiences utilizing methodologies such as Agile SDLC and human-centered design thinking.

Direct Workforce Management team that monitors real-time performance and adherence to defined schedules and off-line activity while operating with urgency to meet the demands of the business and customers.

Oversee forecasting and scheduling models as well as workforce management tools used to forecast call volume create staffing requirements and generate work schedules. Responsible and accountable for the accuracy and outcomes of analyses run by the department ensuring staffing levels and call volume forecasts are appropriate.

Direct the Business Readiness efforts for new technology implementations including Salesforce rollouts for contact center. Drive modernization efforts service enablement strategies and annual planning processes for Commercial Service Operations.

Performance Management

Monitor staffing models based on call volume handle time shrinkage attrition upcoming marketing campaigns and historical trends to ensure daily indicators are within acceptable ranges.

Prepare both daily and long-term staffing requirements and adjust schedules based on dynamic needs.

Develop and monitor performance metrics to assess the effectiveness of service operations and identify areas for improvement. Ensure the delivery of high levels of member satisfaction through timely cost-effective and high-quality service operations.

Cross-Functional Collaboration

Serve as the primary liaison between Commercial Service Operations business units and IT to develop joint plans for system implementations and enhancements ensuring requirements are clearly communicated and met.

Partner with to drive business readiness and successful implementation of Salesforce and other technologies.

Foster a culture of collaboration and transparency building strong relationships with key stakeholders across the organization i.e. Sales Marketing Product and Finance teams IT partners business segments executives and peers.

QUALIFICATIONS

Education Level

• An Undergraduate Degree in business or equivalent discipline.

  Experience

• 8 years experience in service center operations or Scheduling/Forecasting within a Call Center environment

• 3 years management experience in workforce management

Pay and Benefits

The pay range for this position is $65.00 - $76.00

• Medical, dental & vision• Critical Illness, Accident, and Hospital• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available• Life Insurance (Voluntary Life & AD&D for the employee and dependents)• Short and long-term disability• Health Spending Account (HSA)• Transportation benefits• Employee Assistance Program• Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a hybrid position in Baltimore,MD.

Application Deadline

This position will be accepting applications until Dec 31, 2024.

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.