Job Description
Applied Systems, Inc., a worldwide leader in insurance technology, is currently searching for a Sr. Workforce Management Lead who will be responsible for overseeing and managing all aspects of scheduling, resource allocation, project timeline, and capacity planning for our Data Services department. This role requires superior analytical skills and the ability to work in a dynamic and fast-paced environment, juggling ongoing project requirements and resource constraints. The successful candidate must be able to establish a solid forecasting model, provide regular reports to leadership, and help the organization to scale its data services operations effectively.
What You'll Do
- Be responsible for all project scheduling and resource allocation
- Develop a capacity & forecasting model for Data Services
- Create efficient schedules that align staffing levels and project assignments to anticipated demand
- Provide real-time insights and regular reporting to leadership
- Help to redefine and optimize standard project timelines
- Coordinate with Data Services Operations, HR/Recruiting and Finance teams to analyze historical data, headcount, Service Level and forecast demand
- Provide real-time monitoring of Data Services demand, staffing variations, and adherence to project schedules for Data Services Migration Engineers
- Oversee and manage countermeasures to minimize planning variances of Data Services including reallocation of resources, priority of volume and channel, engaging reserve teams as needed to maximize customer experience, and service levels
- Monitor key business indicators such as execution time, efficiency and optimization metrics and productivity to make best decision in the moment
- Communicate effectively with internal customers in accordance with the company's policies, procedures, guidelines, and common practices
- Propose and implement ongoing innovations and improvements to Workforce Management processes
What You'll Need to Succeed
We're looking for someone who:
- Can work remotely or from an Applied Systems office
Your experience should include some or all of the following:
- Minimum 3-5 years Workforce Management or project coordination experience in Services (management of technical resources is preferable)
- Experience with Enterprise wide scheduling including Strategic Accounts
- Hands-on experience and familiarity with workforce management systems; (e.g. OpenAir, Jira, Salesforce, etc.)
- Ability to make agile judgement decisions based on ambiguous situations and Data Services performance conditions
- Proven analytical and problem-solving skills with attention to detail and accuracy
- Excellent written and verbal communications to be able to clearly and concisely work with all levels of the Data Services organization from engineer to Senior Leadership
- Ability to work independently and meet deadlines
- Solid understanding of the concepts of contact center demand workload, forecasting, staffing, and scheduling
- Strong understanding of the key metrics associated with team productivity, efficiency, and quality
- Proficient in Microsoft Office Suite, including manipulating data, creating reports, visualizations, and presentations from scratch
- Ability to maintain confidentiality of sensitive information
Additionally, you may have:
- Proficiency in data management - SQL, Business Intelligence/Analytics/Visualization tools
What You'll Gain
Benefits from Day One
- Health insurance plans, dental, and vision
- Wellness incentives
- 401(k) and/or RRSP retirement savings plans with employer match
Work-Life Balance
- Competitive paid vacation time and a free day for your birthday
- Personal/sick time
- Paid holidays
- Flex Time
- Paid parental leave (U.S. candidates)
- Volunteer time off
Empowering Career Growth and Success - We invest in talent, care about our people and are empowered by the results of our work. We grow our teams from within and give our employees opportunities to advance.
What We Value
We strive for excellence at every turn to be the best at what we do. We invest in talent, care about our people and are empowered by the results of our work. We fulfil the promise of insurance - safeguarding and protecting what matters most in people's lives. And there is no more important job than that.
Our focus on the workforce, workplace and marketplace gives us a qualified individual in an environment in which they can be productive while we maintain our position in the industry. To help drive that change toward a vibrant, modern workplace, we have employee-driven networks with commonalities in ethnicity, gender, sexual orientation and military status.
Who We Are
For 40 years, Applied Systems has created innovative technology for the global insurance industry. Today, we are a rapidly growing software leader that is revolutionizing the way agencies and brokerages succeed.
We are smart and curious people in a tech-first environment that champions bold and powerful thinking. We are transforming a complex industry through digitization, automation, and innovative new partnerships. Together we are driving the industry fearlessly forward.
It's an exciting time at Applied. You can do big things here, in an environment that supports creative thinking and bold ideas. Visit http://www.AppliedSystems.com for more information on how you can challenge what's possible.
EEO Statement
Applied Systems is proud to be an Equal Employment Opportunity and Affirmative Action Employer. Diversity and Inclusion is a business imperative and is a part of building our brand and reputation. At Applied, we don't discriminate, and we are committed to recruit, develop, retain, and promote regardless of race, religion, color, national origin, sexual orientation, gender identity, disability, age, veteran status, and other protected status as required by applicable law.
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