Workforce Manager

IAA, an RB Global, Inc. company is seeking a Workforce Manager to join our team! This is a remote role (WFH) eligible!

The Workforce Manager is the strategy owner (individual contributor) responsible for developing, implementing and managing all long term, short term and real time work force capacity management activities. As a self-motivated team player, the incumbent will analyze trends within assigned operations, including contact volumes, contact patterns, staff productivity, staff assignment capacity and resource allocation, and use the analysis results to define staffing strategy and efficiency. Must manage large amounts of data to identify workforce shortages, conduct root cause analysis while working toward strategically impactful solutions to proactively address these issues.

Job Duties and Responsibilities:

Create optimal schedules to address demand in order to achieve stated service level goals

Partner with Operations team to ensure staffing plan is achieved

Produce meaningful reporting on a daily, weekly, and monthly basis

Regular interaction with and support for Operations Leadership

Work with Operations partners to understand process drivers (such as specialty programs and environmental issues) and capacity needs

Leverage and manage historical data from previous initiatives and pilots to develop educated assumptions for planned initiatives and future forecast periods

Manage schedule interface staffing rules and settings to maximum use of the application and assure a positive end user experience

Provide real time and historical contact center data to management team, including key performance indicators such as AHT, Shrinkage, Adherence, Conformance, Service Level etc., working closely with them to proactively identify ways to improve results

Serve as an internal expert on Key Performance Indicators (""KPIs"") that impact the contact centers ability to consistently and effectively meet its Service Level Objectives

Support all contact centers across work sites and work from home environments

Perform analysis of contact center data to provide insight into reasons for calls, employee performance, forecast variances, KPI variances, cost per call and other data relative to contact center performance

Communicate and coordinate with contact center leadership to achieve appropriate department goals

Manage and optimize call center staff schedules, including but not limited to off phone work, shifts, paid time off and back office needs

Engage and coordinate leadership team in discussions to identify and implement improvement measures when performance is jeopardized

Proactively work with various departments to recommend efficiencies and affect change

Produce ad hoc reports and analysis as required to support business needs

Oversee intraday management of scheduling, adherence, and call routing to optimize service level performance and resource utilization. Oversee analysis and reporting of employee performance data

Conduct exploratory data analysis and determine appropriate linkages across disparate data sources

Collaborate with business units to continuously innovate new measures of company performance

Develop predictive models to support and improve operational decision making throughout the title procurement lifecycle

Work with other lines of business within the organization to identify reporting gaps and implement solutions to close gaps

Education and Job Requirements:

Bachelor’s Degree in Business Administration or similar concentration

5 years of experience in workforce management in a claims contact center or relative environment

Excellent written and verbal communication skills are a must with strong proficiency with MS Office 365 (Excel, Word, Sharepoint, Outlook and PowerPoint)

Strong attention to detail and the ability to see the "big picture"

10% travel requirement maybe required

Preferred Skills:

Proficiency with Power BI desired

Experience with Five9 Phone system Desired

In return for your excellent skills and abilities, we offer a benefits package including health insurance, 401K, STD/LTD, Life Insurance/AD&D, paid holidays, and vacations.

About IAA, an RB Global, Inc. company:

IAA, an RB Global, Inc. company (NYSE: RBA) and (TSX: RBA), is a trusted global marketplace for insights, services, and transaction solutions for commercial assets and vehicles. Leveraging leading-edge technology and focusing on innovation, IAA’s unique platform facilitates the marketing and sale of total-loss, damaged and low-value vehicles. IAA serves a global buyer base – located throughout over 170 countries – and a full spectrum of sellers, including insurers, dealerships, fleet lease and rental car companies, and charitable organizations. Buyers have access to multiple digital bidding and buying channels, innovative vehicle merchandising, and efficient evaluation services, enhancing the overall purchasing experience. IAA offers sellers a comprehensive suite of services aimed at maximizing vehicle value, reducing administrative costs, shortening selling cycle time and delivering the highest economic returns. RB Global, Inc. globally has over 7,000 employees and is headquartered near Chicago in Westchester, Illinois.