Start something good. Empower your career. Become an employee owner at Cenlar. Employee owners have made Cenlar the nation's leading mortgage loan subservicer. Our unique culture is defined by our core values of respect, trust, integrity and care. Company ownership, a promote-from-within philosophy, and opportunities for continuous professional growth make Cenlar a great place to launch or boost your career. Consider this opportunity to join our team as Manager, Workforce Management.
The Manager, Workforce Management (Staffing) is responsible for ensuring that the call center is staffed correctly. This individual will be responsible for ensuring that our staffing forecast and headcount reports are accurate and in sync with Human Resources, Training, FP&A (finance) and workforce management. Manager will be responsible for staying connected to trends related to the headcount to help represent staffing needs accurately. Manager will need to stay close to the attrition trends and seating capacities for the various locations. Staffing model will need to reflect staffing forecast for up to next 5 years. Manager will partner with other individuals and leaders in the organization to ensure that our staffing/headcount information is as accurate as possible. Manager will also need to be able to present the staffing information to other parties within the company in a clear, concise and easy to follow manner.
Staffing:
Provide call center knowledge of staffing and techniques to help track headcount in a multi-site/multi-function call center environment.
Create reporting that can be used by various business partners (human resources, training, workforce management, financial planning & analysis, etc.) to understand the current and future headcount needs of the business.
Accurately manage a high level of complex data and be able to speak clearly and concisely to the data so the business can make decisions from the data.
Partner with other business partners to understand attrition trends and apply that to our forecast.
Forecast staffing projections up to 5 years out
Partner with facilities regarding seating capacity needs for the various call centers and locations.
Create adhoc reporting regarding headcount. Track headcount in various methods depending on the customer of the data.
Create standardized models that can be utilized across the organization.
Responsibilities:
All Disciplines:
Works very closely with the larger WFM Team to align weekly-level long-term capacity planning with short-term granular-level planning in order to maintain the needed linkage between the long-term and short-term planning processes and achieve successful execution of all plans and provide real-time input that can be factored into the larger short/long term outlooks
Builds ad hoc reports creating ad hoc analysis on an as needed basis
Reviews trends and key and key metrics, such as: volume, headcount, productivity, attrition, etc., and the respective staffing requirements
Reviews results with internal customer service partners on a weekly and monthly basis, providing strategic direction on how to best leverage the staff going forward; what their forecasted results are and provides recommendations on new hire needs and up-training needs. Understands skill sets, staff tenure, ramp time and up-training requirements across functions and their impacts on resource needs. Able to provide direction on how to best use staff in both excess and shortfall positions
Identifies opportunities for increased efficiencies across contact center (phones and non-phones) and provides recommendations accordingly, including sound and evidence based solutions, risks, trade-offs and mitigation strategies
Strives for accomplishments that result in measurable improvements in business processes and the delivery of organizational goals
Conducts multi-layered "what-if" scenarios to assess volume, staffing, performance and cost impact to changes in the business
Provides input/recommendations to the respective budget and financial impacts to the organization
Responsible for the development and performance management of the WFM analysts
Qualifications:
Bachelor's degree required
6+ years of workforce management or comparable experience preferred
Supervisory experience required
Ability to establish and maintain effective working relationships with all levels within the business and external vendors
Demonstrated functional and analytical skills with the ability to convey complex technical concepts in a manner that is easily understood by the intended audience from Supervisor to senior executive
Strong working knowledge of call center systems, metrics and phone systems
Detail oriented/high-degree of organization
Excellent verbal and written communication/leadership skills
Ability to handle multiple priorities and motivate/lead others
Verint and Avaya experience preferred
Strong Excel skills preferred
Total Rewards:
As an employee-owner at Cenlar, you'll receive an outstanding benefits package that includes paid medical, dental, and life insurance, 401(k), and tuition assistance as well as opportunities for training and professional advancement.
Cenlar is a drug-free workplace and an equal employment opportunity/affirmative action employer M/F/D/V/SO.