• Director, Workforce Management

    ID
    2018-3117
    Pos. Category
    Client Service
    Location : City
    West Valley City
    Location : State/Province
    UT
    Created Date
    10/12/2018
    Type
    Regular Full-Time
  • Overview

    Lexington Law is the Nation’s leading credit repair company. While that might not sound particularly interesting, it means everything. Because the truth is, credit repair changes lives. Whatever someone’s financial dreams may be, their credit that will help them get there and Lexington Law is in the business of making those dreams a reality.

     

    And we don’t just care about our client’s dreams, we care about our employee's dreams as well. We have a culture focused on our people and their success. We want to help everyone get where they’re going.

    Responsibilities

    As the Director of Workforce Management, you will be responsible to lead and manage a team that is responsible to forecast call volume patterns and schedule work shifts for our contact centers based in North Salt Lake and West Valley, Utah, and Phoenix AZ.

     

    • Assist in fostering and executing a workforce management strategy that is driven by and complements organizational strategy.
    • Utilize data to forecast requirements, identify business opportunities, and resolve service delivery/service level issues.
    • Drive strategy to adjust workforce requirements based on changing dynamics and forecasts
    • Work with the Lexington Law management team to drive a culture that makes Lexington Law an employer of choice
    • Collaborate with supervisors to identify and track both planned and unplanned absences.
    • Manage and analyze operational and workforce data to review and reforecast requirements
    • Identify call volume trends and averages on a monthly and quarterly/seasonal basis
    • Establish and maintain communication channels regarding events that impact call volumes.
    • Partner with staff and leadership across all departments to deliver best practices within and across sites
    • Develop and maintain business continuation/disaster recovery plans for site as it relates to call routing. 

    Qualifications

    • Bachelors degree in business related field, data sciences, or an equivalent combination of work experience required.
    • 5-7 years experience in workforce management, working with data to drive WFM strategy; with a minimum of 3 years leading, coaching, and developing workforce management teams,
    • Hands on WFM experience is required
    • 3 years experience using CMS (Call Management System), use of Avaya Products highly preferred.
    • 3+ years Workforce Management tools experience; usage of Verint highly preferred
    • Advanced level experience with data tools, Excel, SQL, etc.
    • Excellent communication skills both oral and written.
    • Ability to work up, down, and across multiple departments with the ability to bring groups to consensus.

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