Work Force Manager- Life & Annuity Contact Center

DXC Technology • Plano, TX

1d • 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. Essential Job Functions: 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.

Requirements

• Bachelor's degree or equivalent combination of education and experience
• Bachelor's degree in business management, computer science or related field preferred
• 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.
• 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

Nice To Haves

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees