Job Description
About Agero:Wherever drivers go, we’re leading the way. Agero’s mission is to rethink the vehicle ownership experience through a powerful combination of passionate people and data-driven technology, strengthening our clients’ relationships with their customers. As the #1 B2B, white-label provider of digital driver assistance services, we’re pushing the industry in a new direction, taking manual processes, and redefining them as digital, transparent, and connected. This includes: an industry-leading dispatch management platform powered by Swoop; comprehensive accident management services; knowledgeable consumer affairs and connected vehicle capabilities; and a growing marketplace of services, discounts and support enabled by a robust partner ecosystem. The company has over 150 million vehicle coverage points in partnership with leading automobile manufacturers, insurance carriers and many others. Managing one of the largest national networks of service providers, Agero responds to approximately 12 million service events annually. Agero, a member company of The Cross Country Group, is headquartered in Medford, Mass., with operations throughout North America. To learn more, visit www.agero.com.
Role Description and Mission:The Sr. Manager of Workforce Planning is responsible for providing leadership over Strategic Planning Forecasting and Scheduling teams that support contact center workforce planning and operations. Develops and motivates employees through regular coaching and feedback that leads to improved results. Manages the planning and forecasting cycle and coordinates all client, channel and product line workforce analytics and forecast deliverables. This position will establish effective relationships with internal and external partners to ensure forecast models, scheduling and systems provide accurate and reliable capacity planning for world class contact center environments.Key Outcomes: - Ensures forecasts, schedules and capacity planning are timely and accurate.
- Coordinates and contributes for forecasts and capacity planning to the annual plan, strategic plans and regularly or as needed for the business schedule bids.
- Establishes and manages procedures, goals, and priorities relating to financial management, budget, forecast and/or accounting while owning the process to ensure accurate accounting recognition practices.
- Acts in consultative and advisory capacity to operations, Client Services, and senior management on strategic and tactical workload and resource planning.
- Manage all scheduling-related communications on a national basis. Communicate adjustments to workforce requirements based on changing/dynamic forecasts.
- Manages forecasting statistical models and analysis in support of generating forecasts on a daily, weekly, monthly and annual basis at a national level and compare actual results to forecasts, identifying opportunities for improvement and recommending solutions. Track shrinkage factors and utilize in daily forecasts.
- Conduct enterprise shift alignment to improve schedule effectiveness and optimally align to demand. Improved schedule effectiveness through New Hire and schedule shifts recommendations to improve Service Level Consistency
- Identifies, provides oversight and performs forecasting analysis/data mining on special business topics (e.g.: Marketing ROI and optimization, productivity improvements, demand forecasting, customer segmentation, client viability, etc) and partners with internal and external areas.
- Collaborate with key business partners and staff to identify opportunities for improvement of resource utilization and service levels.
- Performs people management functions including employee selection, team building, project/workload assignment, employee training, monitoring of work activity and pay management decisions. Provides motivation, coaching and feedback that lead to sound business results. Manages employee performance and facilitates professional development and career progression. Ensures employees understand how the tasks they perform support the workload planning and forecasting activities.
- Bachelor's degree or equivalent work experience.
- 8+ years workforce management experience in a contact center environment.
- 4+ years direct people management experience.
- 3 years of progressively increasing project or management experience and responsibilities.
- Experience processing, forecasting, staffing and scheduling.
- Project management experience
- Superior planning and organizational skills to effectively allocate and manage resources nationally.
- Strong business, operational and procedural contact center knowledge.
- Continuous Improvement and Innovation.
- Technical understanding of workforce management systems (CNTRVIEW, NICE), and telecom hardware (PBX, ACD, IVR), as well as claim and call software tools.
- Advanced statistical analysis skills and excellent written and verbal communication skills.
- Ability to influence others and build strong relationships.
- Programming requirements (CMS modifications, vector scripting, SQL) is a plus.
- United States: AZ, FL, NC, IL, KY, MA, MI, NM, TN, TX and VA
D, E & I Mission & Culture at Agero:
We are all Change Drivers at Agero. Each day, we speak to thousands of drivers and tow professionals across one of the most diverse countries in the world. Our mission to safeguard drivers on the road, strengthen our clients’ relationships with their drivers, and support the communities we live and work in unites us together as one force driving positive change.
The road to positive change starts inside Agero. In celebrating each other’s differences, we lift each other up and create space for innovation and community. Bringing our whole selves to work powers our commitment, drive, agility, and courage - ensuring we are not only changing the landscape of the driver services industry, we also are making a difference in the lives of our customers with each call, chat, and rescue.
THIS DESCRIPTION IS NOT INTENDED TO BE A COMPLETE STATEMENT OF JOB CONTENT, RATHER TO ACT AS A GUIDE TO THE ESSENTIAL FUNCTIONS PERFORMED. MANAGEMENT RETAINS THE DISCRETION TO ADD TO OR CHANGE THE DUTIES OF THE POSITION AT ANY TIME.
To review Agero's privacy policy click the link: https://www.agero.com/privacy.
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Date Posted
01/29/2023
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