Work Force Manager- Life & Annuity Contact Center

DXC Technology•Plano, TX

35d•Hybrid

About The Position

DXC Technology (NYSE: DXC) helps global companies run their mission critical systems and operations while modernizing IT, optimizing data architectures, and ensuring security and scalability across public, private and hybrid clouds. The world's largest companies and public sector organizations trust DXC to deploy services across the Enterprise Technology Stack to drive new levels of performance, competitiveness, and customer experience. Learn more about how we deliver excellence for our customers and colleagues at DXC.com. At DXC we use the power of technology to deliver mission critical IT Services that our customers need to modernize operations and drive innovation across their entire IT estate. We provide services across the Enterprise Technology Stack for business process outsourcing, insurance, analytics and engineering, applications, security, cloud, IT outsourcing, and modern workplace. Our DXC Insurance Services help our customers optimize and transform operations, lower costs, increase agile new channels to growth. Our people, technology and best practices improve and automate highly complex business processes middle and back offices- while facilitating customer experience transformation.

Requirements

Bachelor's degree or equivalent combination of education and experience
Nine or more years of workforce management experience in contact center operations environments
Five or more years of leadership, management and supervisory experience overseeing workforce functions in large and complex organizations- preferably in the insurance industry (life and annuities)-
Demonstrated performance management and process improvement implementation and discipline- will include workplace modernization and incorporation of technology solutions into the continuous improvement process and culture
Demonstrated relationship leadership and management of client agreements and contracts to include service level requirements, business operating procedures and expectations
Ability to create compelling and concise business presentations and updates to Sr Leaders- What? So What? and Now What? Etc.

Nice To Haves

Bachelor's degree in business management, computer science or related field preferred
Demonstrated strength in business and analytical skills and creative problem solving and decisiveness in taking action
Expert/Guru competency in telephony systems, set ups and associated software- (I.E. AWS, inContact/NICE, Genesys, Verint, etc.)
Expert/Guru competency in Word, Excel and PowerPoint
Expert/Guru competency in data management concepts (data lake, repositories, storage. retrieval and analysis)
Demonstrated excellence in communication and interpersonal skills at all levels
Demonstrated ability to multi-task and work independently and lead effectively in a remote work environment
Demonstrated effectiveness in inclusion, employee development and satisfaction
Preferred requirement- Six Sigma/LEAN certification

Responsibilities

Oversees the day-to-day operations of the contact center operations Workforce Management team supporting multiple clients
Leads a team of workforce support leads and analysts that are responsible for forecasting, planning, scheduling and staffing recommendations working closely with the business leaders for each client
Maintains forecast and staffing recommendations that are accurate and always current to ensure service level commitments are achievable and aligned with financial forecasts for both existing and prospective clients
Drives reporting requirements, execution and delivery for BAU run the engine and special projects/analysis- both internal and client facing
Lead and support contact center technology launches and upgrades representing the business with IT execution support
Acts as a champion of transformation to support and propel the objectives aligned to each client while reducing expense and complexity within DXC support processes and platforms.
Approach client interactions with the Listen, Learn and Act philosophy.

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