Manager Workforce Reporting – Detroit, MI

Manager Workforce Reporting – Detroit, MI

Posted On: 12-19-2014
Position Title: Manager – Workforce Reporting (OPE000BU)
Job Location: Detroit (Bricktown) MI
Recruiter: Flanagan, Natalie
Hiring Manager: Proctor, Dennis

Requisition Type
Professional
Job Descriptions

Workforce Reporting (WFR) is a support team within the Service Operations division that is accountable for developing “authoritative reporting sources” and  standard Service Operations KPIs so the Contact Center Leaders can successfully manage their Customer Service Representatives (CSRs). To achieve this, the Manager of Workforce Reporting must establish and maintain a strategic relationship with key Service Operations stakeholders and the IT organization, specifically the Unified Customer Service Solutions and Support (UCS3) team for the purpose of strategy development, solution discovery, service management, risk  management and relationship management.

Responsible to plan, organize, direct, control, and lead assigned business unit; specialize in development, planning, and leadership; operate within broad objectives to ensure optimum utilization of capital, manpower, and equipment for the assigned business unit.

Manage activities of a department including but not limited to planning, problem solving, staff development and communication. Execute function/area objectives that support continuous improvement. Manage professional, exempt, and non-exempt non-bargaining and bargaining unit employees. Responsible for special projects and/or problem resolutions. Provide effective and efficient solutions to complex business problems. Provide high level oversight and leadership. Other duties may be assigned.

DUTIES & RESPONSIBILITIES:

  • Build strategic partnerships within and across the Enterprise (IT/UCS3, Service Operations Contact Centers, Service Operations Support Areas, ODLM, etc.) to deliver customer data and solutions by building reporting applications and the supporting data infrastructure.
  • Communicate decisions, priorities and relevant project information to team members to ensure balanced workloads and align team member’s objectives with Service Operations strategic and BCBSM’s Corporate goals.
  • Responsible for developing, enhancing and maintaining all Service Operations source applications for standard reporting purposes.
  • Responsible for maintaining the highest level of data quality within the Service Operations reporting applications.
  • Responsible for eliminating redundant reporting processes and redundant data sources wherever possible.
  • Chair the Service Operations Reporting Governance Committee (SORGC) that provides strategic alignment and serves as a leadership forum to discuss and resolve ongoing issues, specifically around source systems, data definitions and methodologies within Service Operations.
  • Lead change management activities including frequent communication about the change and the impact of the change, advocacy and coaching, and mitigation of resistance to minimize disruption to achieve desired results.
  • Identify the roles, skills and knowledge required to achieve goals; develop, motivate and direct team members; recommend training programs that target specific areas of improvement; mentor team members; successfully complete annual performance review cycles.
  • Forecast and manage costs by providing input into annual budget planning cycles.

Qualifications – Internal
– Bachelor’s Degree, preferably in a quantitative field such as engineering, finance or business required. Master’s Degree
in related field considered a plus.
– Five (5) to ten (10) years experience in related field including experience in a leadership role.
– Seven (7) years of relevant IT and business/industry work experience required.
– Experience successfully implementing medium-large sized projects.
– Experience developing and maintaining reporting solutions.
– Experience leading initiatives to automate reporting and consolidate or eliminate duplicate reporting functions.
– Experience in supervising and building relationships with people at all levels required.
– Experience leading/mentoring team members.
– Ability to work under general direction.
– Ability to work effectively in a team environment.
– Excellent analytical, organizational, planning, verbal and written communication skills.
– Excellent decision making, critical and strategic thinking skills and the ability to achieve or exceed planned outcomes
– Must possess a strong combination of business, technical and leadership skills while including competencies
understanding business needs, processes and functions
– Solid knowledge of application development
– Other related skills and/or abilities may be required to perform this job.

DEPARTMENTAL PREFERENCES:
– In depth knowledge of business requirements gathering/analysis and IT processes
– Project Management training and/or certification
– Customer service /contact center background
– Knowledge of Contact Center technologies (e.g., PBX, ACD, VoIP, IVR, CTI, call recording, reporting and analytics systems), Contact Center phone systems (e.g., Avaya, Cisco VoIP), and performance /workforce management systems (e.g., Verint, eWFM, BayBridge, Exony)
– Ability to lead technical resources that have skill sets in application development and IT programming related to reporting applications
External Description
Description – External
Workforce Reporting (WFR) is a support team within the Service Operations division that is accountable for developing “authoritative reporting sources” and standard Service Operations KPIs so the Contact Center Leaders can successfully manage their Customer Service Representatives (CSRs). To achieve this, the

Manager of Workforce Reporting must establish and maintain a strategic relationship with key Service Operations stakeholders and the IT organization, specifically the Unified Customer Service Solutions and Support (UCS3) team for the purpose of strategy development, solution discovery, service management, risk  management and relationship management.

Responsible to plan, organize, direct, control, and lead assigned business unit; specialize in development, planning, and leadership; operate within broad objectives to ensure optimum utilization of capital, manpower, and equipment for the assigned business unit.

Manage activities of a department including but not limited to planning, problem solving, staff development and communication. Execute function/area objectives that support continuous improvement. Manage professional, exempt, and non-exempt non-bargaining and bargaining unit employees. Responsible for special projects and/or problem resolutions. Provide effective and efficient solutions to complex business problems. Provide high level oversight and leadership. Other duties may be assigned.
DUTIES & RESPONSIBILITIES:
· Build strategic partnerships within and across the Enterprise (IT/UCS3, Service Operations Contact Centers, Service
Operations Support Areas, ODLM, etc.) to deliver customer data and solutions by building reporting applications and the
supporting data infrastructure.
· Communicate decisions, priorities and relevant project information to team members to ensure balanced
workloads and align team member’s objectives with Service Operations strategic and BCBSM’s Corporate goals.
· Responsible for developing, enhancing and maintaining all Service Operations source applications for standard
reporting purposes.
· Responsible for maintaining the highest level of data quality within the Service Operations reporting applications.
· Responsible for eliminating redundant reporting processes and redundant data sources wherever possible.
· Chair the Service Operations Reporting Governance Committee (SORGC) that provides strategic alignment and
serves as a leadership forum to discuss and resolve ongoing issues, specifically around source systems, data definitions
and methodologies within Service Operations.
· Lead change management activities including frequent communication about the change and the impact of the
change, advocacy and coaching, and mitigation of resistance to minimize disruption to achieve desired results.
· Identify the roles, skills and knowledge required to achieve goals; develop, motivate and direct team members;
recommend training programs that target specific areas of improvement; mentor team members; successfully complete
annual performance review cycles.
· Forecast and manage costs by providing input into annual budget planning cycles.
Qualifications – External
– Bachelor’s Degree, preferably in a quantitative field such as engineering, finance or business required. Master’s Degree
in related field considered a plus.
– Five (5) to ten (10) years experience in related field including experience in a leadership role.
– Seven (7) years of relevant IT and business/industry work experience required.
– Experience successfully implementing medium-large sized projects.
– Experience developing and maintaining reporting solutions.
– Experience leading initiatives to automate reporting and consolidate or eliminate duplicate reporting functions.
– Experience in supervising and building relationships with people at all levels required.
– Experience leading/mentoring team members.
– Ability to work under general direction.
– Ability to work effectively in a team environment.
– Excellent analytical, organizational, planning, verbal and written communication skills.
– Excellent decision making, critical and strategic thinking skills and the ability to achieve or exceed planned outcomes
– Must possess a strong combination of business, technical and leadership skills while including competencies
understanding business needs, processes and functions
– Solid knowledge of application development
– Other related skills and/or abilities may be required to perform this job.
DEPARTMENTAL PREFERENCES:
– In depth knowledge of business requirements gathering/analysis and IT processes
– Project Management training and/or certification
– Customer service /contact center background
– Knowledge of Contact Center technologies (e.g., PBX, ACD, VoIP, IVR, CTI, call recording, reporting and analytics
systems), Contact Center phone systems (e.g., Avaya, Cisco VoIP), and performance /workforce management systems
(e.g., Verint, eWFM, BayBridge, Exony)
– Ability to lead technical resources that have skill sets in application development and IT programming related to reporting
applications
All qualified applicants will receive consideration for employment without regard to, among other grounds, race, color,
religion, sex, national origin, sexual orientation, age, protected veteran status or status as an individual with a disability.