Sr Manager, Workforce Mgmt – Fort Worth, Tx or Omaha, NE

Sr Manager, Workforce Mgmt – Fort Worth, Tx or Omaha, NE

Posted on 6-11-2012
Company: TD Ameritrade
Sr Manager, Workforce Mgmt
Location: FORT WORTH, TX or OMAHA, NE

TD Ameritrade is a leading organization that has provided brokerage and investment services for over 30 years. Listed in Forbes as one of America’s best big companies 1, the Company offers a full spectrum of investment services, including a leading active trader program, intuitive long-term investment solutions and a national branch system. Through our brokerage subsidiaries, we provide innovative, powerful online trading tools and services to individual investors.

Our associates are at the heart of what we do. We believe in teamwork, putting clients first, building strong relationships, achieving quality results and working with integrity.

Role:

This position will provide oversight of the WFM support for a specific organization or department – covering short-term/tactical planning and real-time management. The position will also have dotted line responsibility for strategic (capacity) planning and ancillary functions, such as reporting and analytics, call routing, etc. It will interact with various levels of management within the operations group, ensuring appropriate planning, communication, and other interaction within WFM and will own initiatives for that operation on behalf of WFM.

Responsibilities:

  • Ensure appropriate alignment of WFM personnel and initiatives to operational goals and strategy
  • Represent WFM on relevant operations initatives and projects
  • Identify ongoing opportunities to improve efficiencies within the operation and WFM
  • Coordinate process improvements with WFM peers supporting other groups
  • Serve as an escalation point for WFM operations, as they relate to other support groups and operations management
  • Manage and mentor direct reports and their teams

Requirements:

  • Education required: 4 year college degree
  • Related work experience: 6-7 years
  • Knowledge of securities/financial services industry
  • Strong understanding of workforce management principles and best practices
  • Analytical abilities and problem-solving skills
  • Expert-level user in WFM and call center industry applications – e.g. Verint Impact 360, Cisco telephone
  • Ability to influence peers, colleagues, and internal customers
  • Capacity to handle multiple complex tasks simultaneously
  • Work with and influence cross-functional teams and projects
  • Ability to drive teams to ongoing process improvement and challenge operations customers in a non-antagonistic manner

TD Ameritrade participates in the E-Verify program for those states requiring E-Verify. For additional information on this program please click here.
TD Ameritrade is an Equal Opportunity Employer. We value diversity and offer a quality workplace.

1Forbes award information available at www.forbes.com/platinum. TD Ameritrade, Inc., member FINRA/SIPC is a subsidiary of TD Ameritrade Holding Corporation. TD Ameritrade is a trademark jointly owned by TD Ameritrade IP Company and The Toronto-Dominion Bank. Used with permission.

***To apply, please visit http://www.amtd.com/careers/ or contact teresa.plathe@tdameritrade.com