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This position will be located in Phoenix,AZ
Responsible for establishing and maintaining optimal processes, procedures, and staffing levels necessary to maximize productivity and efficiency within assigned operations and/or functional areas.
Essential Job Functions
Oversees and controls workflow and work distribution. Coordinates activities of team members in order to ensure efficient and quality execution of their responsibilities. Accountable for overall performance of assigned staff. Functions as a liaison between employees and manager to facilitate the accomplishment of Workforce Management goals. Maintains communication by holding regularly scheduled team meetings. Reviews tracking mechanisms to monitor and report results of staffing, scheduling, and call/transaction volume analysis evaluate the effectiveness of processes; makes appropriate recommendations for changes in strategy and tactics. Implements best practices and ensures planning and process documentation are reviewed and updated regularly. Conducts new hire training to educate new employees on Workforce Management guidelines and procedures. Recommends and carries out p rograms or procedures designed to meet the administrative technical training and overall development needs of all assigned personnel. Monitors the training and development of employees; provides consistent coaching and feedback. Monitors and assists with support of daily activities to ensure team and operational goals are met and implements recovery/escalation plans as appropriate. Contributes to the analysis, problem solving, and planning of the overall Workforce Management strategy, including long and short-term planning. Presents recommendations to Workforce Management Manager and assists with leadership decisions on the Workforce Management process. Coordinates activities with managers and supervisors as necessary to accomplish results. Promotes positive interaction and professional relations between team and employees. Responsible for compliance with published company procedures. Performs other duties as assigned.
Sits or stands for extended periods of time, up to a full work shift. Occasionally reaches overhead and below the knees, including bending, twisting, pulling, and stooping. Occasionally moves, lifts, carries, and places objects and supplies weighing 0-10 pounds without assistance. Listens to, interprets, and differentiates auditory information (e.g. others speaking) at normal speaking levels with or without correction. Visually verifies and reads information. Visually locates material, resources and other objects. Ability to operate a computer for extended periods of time, up to a full work shift. Physical dexterity sufficient to use hands, arms, and shoulders repetitively to operate keyboard and other office equipment up to a full work shift.
This position operates in an open office working environment which will include normal and customary distractions, noise, and interruptions.
High school diploma or equivalent required. Bachelor's degree preferred.
3-5 years experience in Workforce Management, Business Continuity Planning, Incident Management or in a supervisory role required.
Special Skill Requirement
Farmers is an equal opportunity employer, committed to the strength of a diverse workforce. ]]>
Job Posting: 09/03/2019
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