Supervisor, Workforce Management

Delta Dental of Michigan • Farmington Hills, MI

1d • Hybrid

About The Position

At Delta Dental of Michigan, Ohio, and Indiana we work to improve oral health through benefit plans, advocacy and community support, and we amplify this mission by investing in initiatives that build healthy, smart, vibrant communities. We are one of the largest dental plan administrators in the country, and are part of the Delta Dental Plans Association, which operates two of the largest dental networks in the nation. At Delta Dental, we celebrate our All In culture. It’s a mindset, feeling and attitude we wrap around all that we do – from taking charge of our careers, to helping colleagues and lending a hand in the community. Plans, organizes, and supervises the workforce management (WFM) activities in order to ensure that corporate goals and objectives are met.

Requirements

• Position requires a bachelor’s degree in business administration or a related field and three years of experience in workforce management in a contact center or contact center management.
• Will accept any suitable combination of education, training, or experience.
• Position requires knowledge of contact center systems (such as reporting, ACD, call routing capabilities, IVR, , WFM), forecasting, scheduling, long range planning, and word processing and spreadsheet applications; strong verbal and written communication skills; strong analytical skills; strong organizational skills; the ability to manage multiple assignments with competing deadlines; and the ability to resolve complex problems using independent judgment.
• Occasional travel may be required to other work locations and training facilities.

Nice To Haves

• Previous experience in a senior or lead role and/or using Verint Workforce Management software and Genesys contact center platform application suite preferred.

Responsibilities

• Leads the WFM function, including forecasting, scheduling, time off approval, staffing needs, long range planning, recruiting plans, shift bids, and reporting requirements.
• Leads, evaluates, and coordinates the contact center and claims operation WFM functions and assignments.
• Develops and enforces policies, procedures, guidelines, and standards for the WFM functions.
• Analyzes performance, processes, and technology and recommends improvements to enhance operational efficiency.
• Researches new WFM technologies and provides recommendations to meet contact center and claims operation business needs and reviews, negotiates, and recommends service contracts.
• Leads the troubleshooting of end user and system issues relating to WFM systems/tools and escalates issues as necessary.
• Interviews, hires, trains, evaluates, manages and develops staff to ensure accountability for achievement of departmental goals and objectives.
• Develops and maintains relationships with customers, affiliates, business partners, vendors, and internal contacts.
• Participates in the development of short and long term strategies, goals, objectives, and monitoring of the annual budget for the department.
• Perform other related assigned duties as necessary to complete the Primary Job Responsibilities as described above.

Benefits

• Employees are offered a comprehensive benefits package that includes medical, dental and vision coverage, short- and long-term disability, life insurance, 401(k) savings plans, flexible spending accounts, and tuition reimbursement or educational assistance.
• Employees are also eligible for annual incentive compensation based on annual business goals.
• Additionally, employees receive eight hours of paid volunteer time each year, access to an on-staff health coach and personal trainer, plus many other perks.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager