MadisonRecruiter Since 2001
the smart solution for Madison jobs

Director, Workforce Management

Company: Pearson
Location: Madison
Posted on: September 13, 2020

Job Description:

Pearson Director, Workforce Management in Madison , Wisconsin Director, Workforce Management

Description

We are the world’s learning company with more than 24,000 employees operating in 70 countries. We combine world-class educational content and assessment,powered by services and technology, to enable more effective teaching and personalized learning at scale. We believe that wherever learning flourishes so do people.

Since 1993, Pearson OPM partnerships have helped great institutions grow online. We’ve helped them launch their first online programs, progress from bachelor’s to master’s degree programs, or layer on new specialties for faster career progress. We help institutions serve high-demand areas such as nursing, counseling, speech pathology, business, IT, and cybersecurity. We work with individual schools, or across the entire university. We build partnerships based on revenue share, fee-for-service, or co-investment. Whatever form the relationship takes, we’re in it for the long term, to sustain success for everyone .

At Pearson we value diversity and inclusion

We value the power of inclusive culture, so we embed diversity and inclusion in everything we do.

Pearson promotes a company culture where differences are embraced as strengths, opportunities are equal and accessible, consideration and respect are the norm, and all employees are given the chance to reach their full potential.

Through our talent, we believe that diversity and inclusion make us a more innovative and vibrant company. People are at the center of our company. We are committed to a sustainable environment and workplace ecosystem where talent can learn, grow, and thrive.

To learn more about Pearson’s commitment to a diverse and inclusive workforce please click here The Power of Difference at https://www.pearson.com/careers/diversity-and-inclusion.html

Summary

This role will define and lead the overall strategy for the Workforce Management team serving a large Recruitment Services Operation. In addition, this role will partner with operational leadership and teams to ensure successful delivery of all service level timelines helping agents meet or exceed their performance goals. The Director of Workforce Management will lead, inspire and motivate a diverse team to ensure operational excellence, high employee engagement and optimized use of best in class technology.

General Responsibilities

Leads operations for Workforce Management to optimize resources to achieve business objectives

Creates strategic recommendations aligned to operational direction

Improves productivity and efficiency by maximizing technology and platforms

Leads teams to proactively analyze and implement agent staffing plans including re-forecasting requirements

Leads teams and processes that improve forecasts, capacity plans and schedules are generated in a timely and precise fashion

Develops the successful structure to drive continuous improvement teams and consistently meet or exceed P & L metrics, call center KPIs, customer service, technology, and professional development

Manages and inspects the planning, design and implementation of a Workforce Management System, including the creation and/or implementation of processes

Leads forward thinking planning teams that develop different scenarios and develops contingency plans for unexpected events

Configures data gathering systems, designs and develops the means to capture and record data

Leading teams to deliver insightful and easy to understand analysis/recommendations to all levels of the company performance

Works closely with stakeholders and clients to resolve manpower staffing and scheduling concerns

Motivate and lead a high-performance team; attract, recruit and retain diverse talent; provide mentoring as a cornerstone to team development

Represent the business unit on all workforce management performance, initiatives and capability with clients, investors, and business partners

Building and maintaining constructive working relationships, implementing proactive and concise communication, acting as a resource to colleagues, and engaging in collaborative thinking and problem solving

Qualifications

Bachelor's degree in related field OR appropriate combination of education and significant experience

10 years contact center workforce management expertise in supporting operational groups at a scale of 1000 FTE

Deep knowledge of inbound and outbound contact center environment, to include WFM for an omnichannel approach (SMS, chat, etc.)

Must be able to identify and communicate insightful analytics

Knowledge of back office processing support functions

Exceptional verbal and written communication skills

Detail oriented, able to demonstrate high compliance to policy and procedure, yet adaptable, striving for the highest standards, and continually improving process

Must be highly proficient with Microsoft Office applications (word processing, spreadsheets, and database systems)

7 years’ experience with WFM Tools; IEX, Verint, eWFM, CMS, Canvas, Avaya, Geotel, etc. Experience with NiCE inContact CXOne is a plus

Strong strategic planning skills

Dynamic leadership and project management skills

Stellar relationship and interpersonal skills with the ability to make smart partnerships happen

Responsibilities

Direct management of team and/or Managers of the team

Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.

Primary Location: US-RE-Remote

Work Locations: US-Remote Remote

Job: General Business Operations

Organization: North America

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: Jun 25, 2020

Job Unposting: Ongoing

Schedule: Full-time Regular

Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.

USA Cares exists to help bear the burdens of service by providing post-9/11 military families with financial and advocacy support in their time of need.

USA Cares is a national 501(c)(3) non-profit, charitable organization based in Kentucky and registered with the IRS.

Keywords: Pearson, Madison , Director, Workforce Management, Other , Madison, Wisconsin

Click here to apply!

Didn't find what you're looking for? Search again!

I'm looking for
in category
within


Other Other Jobs


CDL-A Flatbed Driver - 1 yr OTR & Flatbed EXP Req'd
Description: CDL-A Flatbed Truck Driver Jobs Averaging .63 CPM And Earn Up To 1,200 Weekly Minimum Pay Montgomery Transport is proud to be deemed an essential business by the Department of Homeland Security and CISA. (more...)
Company: Montgomery Transport
Location: Sheboygan
Posted on: 09/23/2020

Shower/Laundry and Clothing Repair Specialist
Description: As a Shower/Laundry and Clothing Repair Specialist in the Army National Guard, you will play an important role in the daily lives of Soldiers by ensuring that they have clean uniforms and clean shower (more...)
Company: Army National Guard
Location: Dubuque
Posted on: 09/23/2020

McDonald's: Crew Team Member
Description: This job posting is for a position in a restaurant owned and operated by an independent franchisee and not McDonald's USA.This franchisee owns a license to use McDonald's logos and food products, for (more...)
Company: McDonald's
Location: Dubuque
Posted on: 09/23/2020


CDL-A Established Teams Drivers - 6 mo OTR EXP Required
Description: Job Description: Seeking Established Team Drivers TLI is open and has the miles you need Seeking Teams with Hazmat Doubles Guaranteed 5,000 MILES weekly and up to a 40K sign-on bonus Whiles other (more...)
Company: Transco Lines
Location: Dubuque
Posted on: 09/23/2020

Server
Description: Are you looking for an opportunity to work in your community that allows you to build relationships and make a difference br br Our Mount Carmel Bluffs community is seeking part-time Servers / Dietary (more...)
Company: Presbyterian Homes & Services
Location: Dubuque
Posted on: 09/23/2020

MD / Family Practice Job in Dubuque, Iowa / Permanent
Description: Physician / Family Practice / Dubuque, IA br br Family Practice Physician Needed in Dubuque, Iowa. br br The Hospital is searching for a full-time physician for a family medicine clinic in Dubuque, (more...)
Company: Murdock Consulting
Location: Dubuque
Posted on: 09/23/2020

Customer Service Representative - Part-Time
Description: The CSR will assist the branch manager in all aspects of client contact. This will include handling telephone inquiries as well as greeting and directing customers to the appropriate team member. Provide (more...)
Company: Southern Management Corporation
Location: Fond du Lac
Posted on: 09/23/2020

Warehouse and Amazon In-Store Shoppers - Earn up to $600 a Week
Description: Shifts Overnight, Early Morning, Day, Evening, Weekend Location: Elmhurst, Wheaton, Batavia, and Downers Grove Map it Batavia: https://www.google.com/maps/place/AmazonDeliveryStationDIL5/41.8757977,-88.2511971,17z/data3m14b14m53m41s0x880efd24f3557a97:0x5ffdbcdd46c2c29a8m23d41.87579374d-88.2490084 (more...)
Company: Amazon Workforce Staffing
Location: Hoffman Estates
Posted on: 09/23/2020

CDL A Company Drivers
Description: Apply Now OTR Drivers- Various Sign-On Bonuses in select areas. Call for details NEW LEASE PURCHASE PROGRAM No Money Down No Credit Check Walkaway Lease. U.S. Xpress is excited to announce (more...)
Company: U.S. Xpress
Location: Fond Du Lac
Posted on: 09/23/2020

CDL A Company Drivers
Description: Apply Now OTR Drivers- Various Sign-On Bonuses in select areas. Call for details NEW LEASE PURCHASE PROGRAM No Money Down No Credit Check Walkaway Lease. U.S. Xpress is excited to announce (more...)
Company: U.S. Xpress
Location: Sheboygan
Posted on: 09/23/2020

Log In or Create An Account

Get the latest Wisconsin jobs by following @recnetWI on Twitter!

Madison RSS job feeds