Director - Workforce Management & Reporting - ADP - Etobicoke

Job description
Job Responsibilities:
POSITION SUMMARY
The successful candidate will recommend and direct staffing decisions through partnership with business units to define a workforce strategy through proven supply/demand models. Leveraging standard industry metrics, the Director Workforce Management & Reporting will report on past results and anticipated future performance along with steps to mitigate supply gaps during peak demand periods.

RESPONSIBILITIES
• Will be an active participant in shaping the near-term and long-term strategy for the Workforce Management team
• Responsible for leading the development, support and continuous evolution of workforce management practices such as forecasting, scheduling and intraday management.
• Develop and ensure effective management of real-time practices including real-time adherence, analysis of real-time workload requirements, and call routing to maximize consistent service level delivery.
• Ensuring the collection, analysis and reporting on historical contact centre performance statistics; ensure development of relevant strategies to respond to trends.

• Partner with business unit leaders and Learning Services organization to align on practices to coordinate scheduling of discretionary activities such as training, meetings, overtime and time off
• Accountable for ensuring all operational reporting and metrics measuring the health of our Service Delivery business is completed.
• Establish associate groups and corresponding skillsets to manage the end-to-end client service delivery experience.
• Champion for all ACD routing and Workforce Management systems changes and enhancements.
• Maintain a complete view of initiatives expected to impact contact metrics such as volumes and average handle time.
• Works closely with Service Delivery Leadership Team to highlight key emerging issues identified through the team's reporting and trend analysis efforts.
• Formulates senior management presentations, communicating new trends through detailed reporting and analysis; discussing service delivery opportunities on a continuous basis. Attends service delivery leadership team meetings as needed.
• Partners with Finance leaders to plan and report staffing needs by business unit.
• Recruits, attracts and retains workforce management and reporting associates supporting and leveraging their development.
• Employs workforce management processes to identify resource capacity across skills and capabilities, forecasting resource availability and shortage against demand, with corrective resource alignment to ensure we are appropriately staffed to achieve service level objectives.
• Develops and employs communication plans to enhance associate awareness, share progress toward goals and to enhance line-of-sight and alignment across the service organization.
• Collaborates closely with service leaders and other internal business partners (Implementation, BES, Technology, Sales, HR, Finance, etc.), to ensure alignment of activities and priorities.
• Maintains transparency and accountability by providing objective data and analysis and tools that enable leadership to surface issues, and make informed decisions and action plans to support goal achievement.
• Exemplifies and demonstrates the values and competencies of ADP's leadership expectations and principles of Stellar Service, (STARS).

Experience, Skills, Academic:
Education:
• Bachelor's degree required (or equivalent in education and experience). Preferably in business or Statistics.

Knowledge, Experience, and Skills:

Required:

• 5-7+ years demonstrated knowledge in Workforce Management best practices with proven success in leading a Workforce Management function supporting multi-site operations with international off-shore teams.
• High impact presentation, oral and written communications skills to effectively receive, interpret and disseminate information in a manner that is clear, concise and actionable.
• Exceptional alliance building, influencing and organization navigational skills. Able to impact key stakeholders and operational owners through well-articulated strategies backed up with metric driven value statements enabling a transformation/change to current state.
• Demonstrated analytical ability and judgment; able to see and solve problems holistically, sometimes with limited information - comfort and ability to manage ambiguity.
• Solid planning skills, business acumen and ability to span boundaries.
• Able to undertake research and to translate strategies into manageable and credible organization interventions.
• Ability to challenge the status quo, drive innovative thinking and provide superior leadership to staff in order to motivate to successful implementation and drive significant change.
• Strong working knowledge and understanding of ADP service operations and business organization.
• Ability to manage multiple projects and deadlines.
• Ability to project a well-disciplined professional image.
• Self-motivated, results oriented and driven to achieve objectives.
• Must be proficient with MS Office (Word, Excel, PowerPoint & Outlook).
• Travel as required

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