National Association of State Retirement Administrators


Position Information

Workforce Manager

JOB SUMMARY

This position is responsible for workforce management, reporting and forecasting in the Customer Service Center. Duties include reporting call center metrics, forecasting volume projections, agent scheduling, and maintaining WFM software. In addition to these duties, one should have a proven track record of handling complex situations and improving processes.

IDEAL CANDIDATE

Our ideal candidate has workforce management experience in a member service/call center environment, preferably with a financial services/pension organization. We are looking for a strategic thinker with strong analytical skills. This critical function ensures we are balancing the employee, and member experience, with ensuring we are properly staffed for current and future volumes into the CSC. The ideal candidate will have experience in forecasting, demand planning, staffing and capacity planning, scheduling, and reporting. Additionally, the candidate should have experience presenting and interacting with different departments and all levels of management. If you thrive in a dynamic environment and would enjoy supporting a seamless operational experience while providing a high level of service for a multi-billion dollar pension plan, this may be a great fit.

ESSENTIAL FUNCTIONS

  • Forecasts call volume demand and other contact channel demand and manages scheduling of sufficiently skilled staff based on historical and anticipated volume
  • Monitors real time contact volume both call and email support and associated service levels and staffing requirements
  • Builds and maintains Workforce Management System
  • Identifies real time call volume interruptions and system outages that impact call center performance and works with IT to resolve
  • Manages schedule adherence reporting and agent feedback process including appropriate coaching and disciplinary actions for schedule adherence and call center policies that impact key performance indicators
  • Analyze, interpret and report CSC performance, as well as develop & execute action plans
  • Provides ongoing analysis to key stakeholders on both historical and real-time performance and trends
  • Meet service levels
  • Partners with internal support, technical and benefits divisions in communicating forecasts/staffing level. Seeks improvements as needed to add value for the membership
  • Plan, organize and prioritize departmental goals and workload as assigned
  • Keeps Director informed of operational issues, concerns, and status of work projects and assignments; seeks and implements feedback
  • Visibly supports management decisions and change efforts and translates vision and strategy to staff
  • Regularly demonstrates professional demeanor, diplomacy, respect and tact
  • Maintains regular and prompt attendance in the workplace
  • Partners with team managers in the daily operations of the Customer Service Center
  • Carries out other project assignments and duties as assigned
Position: Workforce Manager
Organization: Colorado PERA
Location: Denver,  CO 
United States
Salary: 77000
Posting Start Date: 11/4/2022
Date Posted: 11/4/2022
Requirements
  • Bachelors degree in Business Administration or related field; eight years of progressive contact center career growth; or equivalent combination of education and experience
  • Minimum five years of Workforce Management experience in a call center environment
  • Retirement planning and/or healthcare industry experience preferred
  • Advanced communication, interpersonal and professional collaboration skills
  • Excellent interpersonal skills with the ability to establish relationships with co-workers, all levels of management
  • Detail oriented; accuracy is critical
  • Demonstrated ability to quickly learn new systems and processes
  • Able to work with minimal supervision
  • Solutions-oriented, detail oriented individual who understands how to effectively manage
    multiple teams in different geographic locations
  • Requires analytical skills and problem-solving backgrounds, proficiency in Microsoft Excel, Word, Access, Windows operating systems
  • Excellent planning and organizational skills to balance and prioritize work
  • Ability to effectively problem-solve in tense, stressful situations
  • Experience exercising ethical decision-making, discretion, and adaptability in ambiguous situations
  • Knowledge of information systems and desktop technology

WORKING CONDITIONS

  • Standard office environment with regular telephone communication, computer operation, and other office productivity machinery, such as a copy and printer machine.
  • Call center hours are Monday to Thursday 7:00am to 5:30pm and Friday 7:00am to 4:30pm (exact hours of successful candidate will be determined upon hire; ability to work extra hours periodically is required)
  • Occasional moving and positioning supplies in excess of 20 pounds

HYBRID WORK OPTION

  • Opportunity to work from home up to two days per week. Eligibility dependent upon factors detailed in PERA's Work from Home Policy.

JOB DESCRIPTION DISCLAIMER:

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of an employee. Duties, responsibilities, and activities may change or new ones may be assigned with or without notice.

Unfortunately, at this time, we cannot consider candidates that require sponsorship (now or in the future), or are located outside of the US.

INTERESTED CANDIDATES
Complete the employment application online at https://www.copera.org/careers. Please have copies of your resume and cover letter available to upload. Please review the following questions. You will be asked for a response to these as part of your application:

  1. Please describe your experience in Work Force Management including how you have partnered with internal stakeholders to create accurate forecasting and staffing levels.
  2. Describe a time you had a disagreement with your manager. How did you approach it? What was the result?
  3. Explain a time you used data and analytics to solve a problem for your organization. What roadblocks did you face?
  4. Please list Work Force Management tools that you have worked with and your level of expertise with each.

ABOUT COLORADO PERA
As Colorados largest public pension plan, we are committed to providing retirement and other benefits to more than 600,000 current and former teachers, State Troopers, corrections officers, snowplow drivers, and many other public employees who provide valuable service to all of Colorado.

We hire exceptional employees and invest in their growth and development. We are passionate about our work and committed to serving our members by delivering quality customer service, sound investment decisions, and education programs. Our culture is built on the core values of integrity and accountability, excellence and initiative, collaboration, and engagement. We value diverse perspectives and promote an inclusive culture recognizing that our people are our primary asset. We provide a healthy work-life balance and a culture where excellence is rewarded. At PERA, your work makes a difference every day.

At PERA, you will earn more than just a paycheck- our total rewards package is focused on wellbeing. We offer a comprehensive benefit plan including Health, Dental and Vision coverage, with eligibility for most plans being the first of the month following the date of hire. We offer a generous paid time off plan as well as paid volunteer hours, PERAs defined benefit plan, 401(k) and 457 defined contribution plans (including employer match on the 401(k), as applicable), tuition assistance, on-the-job training, free access to an on-site fitness center, free on-site parking or RTD subsidy, and more. PERA is also a Public Service Loan Forgiveness qualifying employer. For more information, please visit www.copera.org/careers.

Position Title: CSC Workforce Manager
Division: Customer Service
Reports to: Director of Customer Service
Job Status: Full Time / Exempt
Salary: $70,000 - $88,000 annually, Commensurate with experience
Posting Dates: 11/4/2022 - 11/20/2022

Status: This listing expires on: 1/3/2023
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Organization Information
Name:
Colorado PERA
Address:


Denver,  CO 80203
United States
Email:
cerwin@copera.org
Phone:
Fax:
Contact:
Chris Erwin