Service Center Workforce Manager

Job Order: J0413-1717 - Permanent Full Time
Title: Service Center Workforce Manager
Category: Information Technology
City: Colorado Springs, Colorado, United States

Job Description: Service Center Workforce Manager

CGI is seeking a Service Center Workforce Manager to join our team in our Colorado, Springs, CO Service Center. This person will ensure resources are appropriately assigned to anticipated and actual work received so as to maximize efficiency and promote effectiveness using appropriate metrics. The position will also support appropriate metric definition, ongoing tracking and reporting.
Responsibilities include compliance reporting on defined process models and budgets. The position will also perform research and understand performance inefficiencies and develop, communicate and track remediation efforts. To accomplish this, the position will proactively escalate potential or brewing process handling inefficiencies, working with all groups and teams to perform root cause analysis and improvement recommendation.

RESPONSIBILITIES:

- Workforce management reporting and remediation for all performance metrics
- Analyzing and supporting the establishment of related Key Performance Indicators (KPIs); (eg Average Speed of Answer, Average Handle Time, First Call Resolution, etc.)
- Service delivery enhancements (includes network-wide initiatives)
- Proof of concept initiatives/Pilot deployments
- Workforce Management planning and execution
- Support of staff incentive plan development and execution
- Collect and evaluate data using basic statistical principles.
- Work closely with Quality Assurance, reporting and the management team to ensure result reporting is consolidated within various essential reporting processes.
- Facilitate effective meetings.
- Establish and maintain effective working relationships with participants, co-workers, and the public.
- Identify and recommend problem resolution.

QUALIFICATIONS:

- 3+ years experience within workforce management and managing performance using metrics and data analysis
- 5+ years experience in an Operations role
- Excellent written and verbal communication skills with specific ability to maintain accurate records.
- Must have integrity and practice both discretion and objective problem solving.
- Creative, detailed-oriented and organized.
- Excellent customer service skills
- Working knowledge of healthcare and aging networks a plus.
- Data collection skills and knowledge of basic statistical principles
- Strong computer skills required including Excel, Word, and PowerPoint.

At CGI, we're a team of builders. We call our employees members because all who join CGI are building their own company - one that has grown to 71,000 professionals located in more than 40 countries. Founded in 1976, CGI is a leading IT and business process services firm committed to helping clients succeed. We have the global resources, expertise, stability and dedicated professionals needed to achieve results for our clients - and for our members. Come grow with us.

This is a great opportunity to join a winning team. CGI offers a competitive compensation package with opportunities for growth and professional development. Benefits for full-time, permanent members start on the first day of employment and include a paid time-off program and profit participation and stock purchase plans.

We wish to thank all applicants for their interest and effort in applying for this position, however, only candidates selected for interviews will be contacted.

No unsolicited agency referrals please.

WE ARE AN EQUAL OPPORTUNITY EMPLOYER.

Skills
- Workforce Management

Reference: 253500