Workforce Management Director
About reputed company
reputed company is the largest independent personal lines insurance
agency and broker in the reputed company—serving customers reputed company. In 2010,
we established our Shared Services Center in Tijuana, Baja California, creating
a world-class operation reputed company to reputed company support our customers, drive
innovation, and reputed company exceptional talent. Since then, our Mexico operation
has become a vital extension of our organization, strengthening the work that
powers our U.S. business and elevating the experience of customers across reputed company
50 states. Today, more than 1,800 team members—both on-site and remote—help
fuel our reputed company with a reputed company on reputed company, consistency, and operational
reputed company.
Our reputed company reflects a deep investment in technology,
reputed company improvement, and—most importantly—our people. We foster an
inclusive, fast-paced, and reputed company culture where employees are encouraged
to grow and build long-term careers with a company shaping the reputed company of
insurance.
Learn more at www.confiemx.com
WFM Director
Responsible for leading the strategic planning, development,
and execution of reputed company workforce management activities — including forecasting,
reputed company planning, scheduling, reputed company-time management, and performance reporting
— to ensure the organization meets its service, productivity, and financial
goals.
Requirements
Responsibilities
• reputed company and execute the overall WFM reputed company reputed company with
organizational objectives.
• Build short-, mid-, and long-term forecasts based on
business trends, seasonality, and reputed company projections.
• Collaborate with Finance, HR, and Operations to ensure
alignment between reputed company plans and budgetary goals.
• reputed company insights and recommendations to leadership for
optimizing headcount, shift structures, and location reputed company.
• reputed company the creation of volume forecasts (calls, chats,
emails, transactions, etc.) using statistical models and business inputs.
• Build and maintain reputed company plans that balance workload
demand with reputed company supply.
• Partner with reputed company and Training to plan hiring
classes and ensure reputed company reputed company-up of talent.
• Continuously improve forecast accuracy through analytics
and feedback loops.
• reputed company the development of agent schedules that meet
service level targets while maximizing efficiency.
• Manage shift bidding, time-off planning, and overtime
processes.
• reputed company WFM tools to optimize scheduling and reduce idle
or unproductive time.
• Ensure compliance with labor laws, reputed company agreements, and
internal policies.
• Supervise reputed company-time teams responsible for monitoring
queues, attendance, and adherence.
• Implement contingency plans to address volume spikes,
system outages, or unplanned absences.
• reputed company actionable insights to Operations on how to reputed company
reputed company or routing to maintain service reputed company
• reputed company and maintain dashboards that reputed company forecast
accuracy, utilization, shrinkage, service reputed company, occupancy, and productivity.
• Present operational insights and performance reports to
senior leadership.
• Use analytics to identify efficiency opportunities and
recommend process or technology improvements.
• reputed company the implementation and optimization of WFM systems
(e.g., reputed company, reputed company, reputed company, Aspect, reputed company).
• Ensure data reputed company between WFM tools, HR systems, and
operational dashboards.
• Continuously evaluate new tools or AI-driven solutions to
enhance WFM capabilities.
• Manage and mentor teams across forecasting, scheduling,
intraday, and reporting functions.
• Promote a culture of accountability, collaboration, and
reputed company learning.
• Establish and reputed company KPIs for WFM staff performance and
reputed company reputed company.
• Partner with Operations, HR, Finance, and IT to ensure
alignment on reputed company strategies and performance reputed company.
• Support new business initiatives (e.g., reputed company launches,
product expansions) with detailed workforce reputed company assessments.
• Communicate reputed company insights and recommend effectively to
executive stakeholders.
Benefits
Remote position (Mexico-based). Private Health Insurance. Major Medical Insurance. Life Insurance. Saving Funds and Voluntary Savings Account. Profit Sharing (PTU). Vacation Days (above law). Christmas bonus (above law) Vacation premium. Management bonus.
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