Executive Director, Workforce Management - Englewood, Colorado, United States - TeleTech Jobs: Executive Director
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Description of the Position: Executive Director, Workforce Management - Englewood, Colorado, United StatesCompany: TELETECH
TeleTech isseeking a seasoned Executive Director of WorkforceManagement to join our Customer Managed Services team.
We help bring technology and human connectionstogether to deliver amazing customer experiences every time. We need you- ournext director of workforcemanagement - to help us continually find ways to exceed customers' needs andbuild the relationships that keep them delighted and loyal!
Whatyou’ll be doing:
The executive director of workforce management works with Operations Executive Leadership(VP/SVP) to drive account profitability via excellent associate staffingdecisions for multiple client program/projects. They are responsible foroverall WFM delivery, support and execution across multiple programs/clientsThis role supports and develop a team of WFM Leaders. Working to ensure thatall members of the team are focused on the delivery of company financial goals,and clients operational expectations
What you’ll bring to us:Maintain a working knowledge of theentire call center operation as well as project operation. Maintain shortterm/long term staffing forecast guide. Interact and consult with HumanResources on matters of recruiting, training, hiring and attritionProvides leadership for Global WFMteam, and ensures adherence to company and department policies and proceduresacross multiple programs/clientsAssists in analyzing client metricsand staffing on a consistent basis in order to maximize and makerecommendations for efficiency on a global level for all operations acrossmultiple programs/clientsSupport sales organization byparticipating in meetings with prospects to explain / define TeleTech's WFMplatform as well as other applicable business systems utilized by the WFMgroupsConsistent review of TeleTechprocesses, auditing individual WFM groups to ensure that all core processes andtools are being utilized to achieve optimum results for TeleTech and ClientMaintain awareness of emergingindustry tools. Perform period review of current TeleTech tools against other toolsavailable to ensure that TeleTech continues to use cutting edge technology.
Whatskills you’ll need:Minimum of 5 years knowledge or experience in contact center business 10-15 years direct MANAGEMENT experience with WFM Strong understanding of TeleTech’s business, core values, and goals Ability to lead and partner successfully with teams, management and clients Strong analytical, verbal and written communications skills Ability to manage multiple, complex, on‐going tasks and projects High level of integrity, judgment and follow through Strong coaching, people, and leadership skills
Who We Are:
TeleTech is a pioneer in customer experience,engagement and growth solutions. Our 40,000+ employees servecustomers in more than 80 countries and 50 languages across social, mobile, anddigital channels. We utilize a holisticapproach, applying solutions from our four customer experiencesegments—Consulting, Technology, Care and Growth—to help companies provide anamazing experience to their customers, inspire customer loyalty, and grow theirbusiness. Our employees live by a set of customer-focused values that guiderelationships with clients, their customers and each other.
Our Careorganization utilizes an integrated platform of people, process, and technologyleveraging more than 30 years of best practices to build customer value. Simplyput, our Care team has a legacy of success. The director of workforce management is a key partof this team, and will impact our global operation as part of a world classteam of professionals.
WhatWe Offer:Performance equity, variableincentive bonus plan, 401K company match, tuition reimbursementGlobal career mobility, employeerecognition programs, professional developmentState of the art technology whichallows for seamless global connectivityRich wellness program and healthincentives
Lead Everyday w Dothe Right Thing w Reachfor Amazing wSeek First to Understand w Actas One wLive life Passionately
Notice to external Recruiters and Recruitment Agencies: TeleTech does not accept unsolicited headhunter and agency resumes. Headhunters and recruitment agencies may not submit resumes/CVs through this web site or directly to any employee. TeleTech, and any of our subsidiaries, will not pay fees to any third-party agency or company that does not have a signed agreement with TeleTech.
Employment Requirements: TeleTech requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. TeleTech is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
Minimal experience: No experience
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