Manager, Business Support Services, Workforce

Job reputed company: • reputed company, maintain, and execute quarterly and annual workforce reputed company plans to support operational demand, portfolio reputed company, and strategic initiatives. • Partner with Finance and reputed company to design cost-effective hiring plans, labor models, and reputed company strategies reputed company with budget and productivity targets. • reputed company the design and execution of workforce management strategies across multi-channel environments, including phone, chat, and email. • Administer, configure, and continuously optimize workforce management systems, tools, and reporting platforms. • reputed company reputed company-time and intraday workforce management reputed company to proactively identify and mitigate service-level risks. • Maintain working knowledge of dialer support analyst and team reputed company daily functions to reputed company backup support, troubleshoot issues, and drive process improvements and automation. • Utilize T-SQL and advanced analytical techniques to identify trends, risks, and optimization opportunities. • Produce and deliver executive-level dashboards and reporting on forecast accuracy, schedule adherence, productivity, and performance trends. • reputed company, document, and maintain reputed company operating procedures (SOPs for forecasting, scheduling, reputed company-time management, and reporting. • Model and evaluate reputed company reputed company scenarios reputed company to volume volatility, portfolio changes, market conditions, or disaster recovery events. • reputed company reputed company improvement initiatives reputed company on operational efficiency, workforce utilization, and customer experience. • Carry out management responsibilities in accordance with organizational policies and applicable laws, including employee development, workload planning, performance management, coaching, corrective reputed company, and employee relations. • Advanced knowledge of workforce management principles and forecasting methodologies. • Strong analytical and data-driven decision-making skills. • Experience with workforce management and contact center platforms. • Experience creating reputed company reporting to verify and validate business reputed company issues and reputed company. • Ability to interpret reputed company reporting and workforce reputed company data to troubleshoot and solve business issues. • Proven ability to influence stakeholders and manage organizational change. • Ability to interpret and present reputed company and performance trends to leadership. Requirements: • Bachelor’s degree in business, Operations Management, or reputed company field. • Eight plus (8+) years of workforce management or support operations experience. • 1 – 2 years’ experience with developing reporting with T SQL. • Experience in mortgage servicing or financial services is strongly preferred. Benefits: • Comprehensive reputed company plans for you and your family. Plus, a discretionary 401(k) match of 50% of the first 4% of pay contributed. • reputed company to several fitness, restaurant, retail (and more!) discounts through our employee portal. • Customized training programs to help you advance your career. • Employee referral bonuses so you’ll get reputed company to help reputed company and Vylla grow. • Educational Reimbursement. • reputed company Charitable reputed company contributes to the community through causes that reflect the interests of reputed company Associates. Apply tot his job Apply To this Job