Senior Manager, Workforce Strategy - RTA and Innovation
DoorDashSalary not specified
Full Time
Senior (5 to 8 years)
Not SpecifiedCompensation
Mid-level (3 to 4 years)Experience Level
Full TimeJob Type
UnknownVisa
Insurance, Contact Centers, Business Process OutsourcingIndustries
Requirements
- Contact centre Industry experience in a similar forecasting, scheduling or operational analytical role
- Understanding of forecasting methodologies and best practices
- Understanding of Resourcing - Attrition, hiring, throughput assumptions and its methodologies
- Proven track record in analyzing potential contact impacts
- Advanced use of Microsoft office packages
Responsibilities
- Producing and conducting in-depth analysis of operational performance data to inform decision-making
- Acting as the subject matter expert on customer contact behaviour, with a focus on identifying trends related to seasonality, special events, and school holidays
- Ensuring optimal scheduling of operational resources across Europe, maintaining the highest standards of efficiency and service
- Continuously reviewing full-time flexible staff contractual agreements and advising senior leadership on necessary changes based on evolving customer demand patterns
- Monitoring and analysing the large population of part-time staff, ensuring their working arrangements align with business needs
- Collaborating closely with outsourcing partners to share best practices and drive cost-effective resource utilisation
- Short term to medium term forecasting, to deliver comprehensive resource models and cost initiatives across the contact centres
- Create accurate demand forecasts that consider demand trends and the impact of business changes
- Ensure accurate and timely production and delivery of daily MI, month end MI and all other reports that are required to be produced internally & for clients
- Develop, maintain and implement appropriate tools and software to capture and track key performance metrics across a range of operational functions
- Continual improvement of existing reporting standards to reduce production and delivery time of all reports
- Identify, develop and implement improvements to procedures/working practices which apply innovative methods and technology
- Work with workforce management tools NICE WFM
- Work with telephony-based platform, Cisco
- To proactively be available to all senior operational Management, regarding resource planning and MI related queries
- Analyse customer behaviour versus resource working pattern availability
- Identify, develop and maintain all schedules ensuring that the business has the most optimized shift patterns available
- Schedules are produced accurately, optimized and are delivered to the operation in a timely manner
- Understanding the part this role can directly influence achieving service levels and how they are maintained at and above bespoke targets
- To regularly work with our outsource partners to review the optimization of their scheduling to meet out resource requirement needs
- New employees are built using system tools available
- Continually observes operational performance, identifying trends and areas for investigation and analysis
- The foresight and creativity needed to initiate and manage positive improvements to working schedule practices and SLA performance
- A logical, adaptable, analytical and open-minded approach with the ability to influence and communicate at all levels
- Any change of hours requested from Contact Centre Advisors, whether Informal/Formal flexible requests are suitable with the business requirements
- Understanding skill requirements and priorities, complete skill changes for all Contact Centre Advisors across all operational areas
- Create plans which work closely with Business Continuity in the event of a disaster recovery situation
Skills
Forecasting
Workforce Management
Scheduling
Budgeting
Stakeholder Management
People Management
Data Analysis
Operational Performance Analysis
Customer Contact Behaviour
Resource Modelling
MI Reporting
Performance Metrics
Excel
Reporting Tools
Assurant
Provides risk management and insurance solutions
About Assurant
Assurant provides risk management solutions that focus on protecting major consumer purchases, particularly in mobile devices, electronics, and smart technology. The company offers insurance products and extended service contracts that help consumers safeguard their investments in high-value items. When a product is damaged or malfunctions, Assurant also provides repair services to restore it efficiently. This approach helps clients minimize financial losses from unexpected events. Assurant generates revenue through the sale of insurance policies, service contracts, and repair services. Unlike many competitors, Assurant emphasizes diversity, equity, and inclusion within its corporate culture, which enhances its ability to serve a diverse customer base. The company's goal is to support consumers and businesses in maintaining their day-to-day operations while protecting their investments.
New York City, New YorkHeadquarters
1892Year Founded
IPOCompany Stage
Financial Services, Consumer GoodsIndustries
10,001+Employees
Benefits
Health Insurance
Hybrid Work Options
Professional Development Budget
Risks
Integration challenges from acquiring iSmash may affect operational efficiency.
Regulatory scrutiny from acquiring American Lease Insurance could pose compliance challenges.
Cultural clashes from acquiring American Financial & Automotive Services may impact operations.
Differentiation
Assurant specializes in risk management for mobile devices and electronics globally.
The company offers insurance, service contracts, and repair services for high-value items.
Assurant's DEI commitment fosters innovation and enhances customer understanding.
Upsides
Increased demand for mobile device insurance due to remote work trends.
5G expansion drives demand for new devices and related insurance products.
Acquisition of iSmash enhances Assurant's tech repair service capabilities.
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