Care Center Workforce Optimization Manager – Madison, WI

Care Center Workforce Optimization Manager – Madison, WI

Posted On: 4-10-2015
Position Title: Care Center Workforce Optimization Manager
Job Location: Madison, WI
Company: American Family Insurance
HR Contact Yvette McNamara : YMCNAMAR@amfam.com

Summary of job:

This position leads a team responsible for intraday management for multiple care centers. The position is accountable for both long and short term forecasting, planning and resource allocation for real time workforce management. Conducts and completes ongoing analytics by utilizing appropriate reporting tools and partnership with metrics and business performance to represent consistent contact center dashboard to support multiple levels of management. Leads production of “what if” analysis for process improvement recommendations. Accountable for care center capacity planning and new staffing plans. Leads planning to accommodate future demand. Responsible for maximizing the scalability of Care Center operations for business continuity and catastrophe disaster recovery plans.