Overview:
This role requires onsite presence at our Irving facility.
EQUAL OPPORTUNITY STATEMENT QUALFON is an equal opportunity employer. QUALFON provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, national origin, age, disability, genetic information (including testing and characteristics), marital status, ancestry, status as a covered veteran, uniformed servicemember status and any other characteristic protected under applicable federal, state or local law.
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Responsibilities:
Workforce Planning and Scheduling
- Oversees workforce scheduling, roster management, and maintenance of workforce management databases to ensure staffing levels align with client requirements and operational demands.
- Monitors staffing distribution and schedule adherence, making adjustments as needed to support service level objectives.
- Communicates schedule changes and workforce updates to all relevant stakeholders in a timely manner.
Client Partnership and Communication
- Serves as a key point of contact for workforce-related client communications.
- Partners with clients to calibrate processes, staffing strategies, and performance expectations.
- Ensure operational teams remain informed of client requirements, process updates, and workforce-related changes.
Workforce and Reporting Oversight
- Supervises Workforce Analysts and Call Management System Analysts, ensuring accuracy, consistency, and timely delivery of workforce reports and analyses.
- Monitors team performance, provides coaching and feedback, and addresses performance concerns as needed.
- Maintains quality standards for workforce reporting and data integrity.
Real-Time Operations Management
- Monitors real-time operational performance to ensure efficient workflow, staffing optimization, and adherence to established procedures.
- Identifies and addresses operational risks, staffing gaps, and service level challenges to minimize client escalations.
- Partners with Operations leadership to implement real-time solutions that support business continuity and customer experience objectives.
Staffing and Capacity Analysis
- Conducts staffing analyses to evaluate workforce requirements, resource utilization, and operational efficiency.
- Provides recommendations to support staffing decisions, scheduling strategies, and workforce planning initiatives.
Trend Analysis and Performance Insights
- Analyzes attendance, staffing, schedule adherence, and workforce performance trends.
- Identifies emerging patterns, risks, and opportunities for improvement and provides actionable recommendations to leadership.
- Supports continuous improvement initiatives through data-driven insights and workforce planning expertise.
Leadership and Collaboration
- Leads and develops workforce team members through coaching, performance management, and professional development.
- Collaborates with Operations, Training, Quality, Person Office, and Client stakeholders to achieve business objectives and maintain workforce effectiveness.
Qualifications:
Competencies:
- Program Management
- Forecasting
- Analytical & Logical Thinking
- Workforce Management
- Data Management