ADP is hiring a Workforce Management Director. The primary focus of the Workforce Management Director is to ensure the Service Delivery organization is performing at an optimal capacity. The Workforce Management Director gathers actual data, develops trend models and projects future planning across all areas of Service Delivery. The Workforce Management Director is responsible for the end to end strategy of Service Delivery's Work Force Management, as well as managing a team responsible for reporting daily real time stats, capacity planning, forecasting, real time management, engaging the playbook when necessary, communicate system issues and IVR maintenance. This role also has the responsibility to ensure that Service Delivery answers performance, associate & client experience objectives across all contact channels. Leads the workforce management team, ensuring an efficient workload /workforce balance. The Workforce Management Director also ensures effective utilization of assigned resources and administration of activities, while supporting service delivery's vision and mission statements.
Interacts with all levels of service delivery leadership. Heavily involved in FY planning sessions with the senior leaders of Service and Finance teams.
This individual must be very skilled with Workforce Management tools, as well as, the workforce management discipline including forecasting, scheduling, and real-time.
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Responsibilities:

• Define and lead ADP's Workforce Management strategy to optimize productivity and increase client satisfaction
• Lead in the development of WFM business strategy and requirements to support new systems, enhancements, or new product implementation
• Responsible to ensure that our Service contact center is agile, and mobilize the resources to the appropriate areas
• Leads the workforce management team in various workforce management activities of forecasting, scheduling, capacity planning, volumes, and approving off-phone activities.
• Conduct forecasting to create staffing schedules for SLA achievement.
• Responsible for the coordination and execution of forecasting/capacity plan meetings with leaders of all business segments.
• Create and maintain an environment that encourages input from team members, continually improving the forecasting and scheduling projections across all contact channels.
• Develop a communication strategy for senior leaders to discuss service level/staffing risks.
• Evaluate and recommend opportunities for process or system improvements and/or enhancements.
• Assist in the development and implementation of call routing strategies associated with call distribution and routing.
• Coordinate reporting related to workforce management. Verify agent adherence to schedules and report planned versus actual staffing data (productivity, adherence, etc.)
• Manage output from forecast team, reviewing updated forecasts based on historical patterns, and run analysis in the effectiveness of historical data to the business model.
• Lead the effort of building staffing strategies that support multi-site, multi-touchpoint, multi-lingual, multi-skilled customer contact center(s) and that account for growth, seasonal variations, special events affecting clients' volumes and other cyclical patterns
• Train and educate business partners on workforce management including creating and delivering presentations for senior leaders.
• Identify opportunities to streamline workflows and processes to increase customer satisfaction, reduce errors, increase controls, and ensure maximum productivity and efficiency.

Qualifications Required:

• Bachelor's Degree with a major area of concentration in Business Administration or equivalent.
• Minimum of 5 years workforce management experience in leadership
• Extensive experience in the discipline of Workforce Management in a Multi-Channel environment required.
• Management experience in the Workforce Management function and managing virtual teams preferred.

PREFERRED QUALIFICATIONS: Preference will be given to candidates who have the following:

• Advanced leadership, presentation, interpersonal, and conflict management skills.
• The highest level of integrity, customer focus, team building for strong working relationships.
• Ability to manage a virtual team effectively
• Advanced at leading meetings and facilitating information exchange with internal business partners.
• Sound decision-making skills that demonstrate originality, flexibility, and resourcefulness.
• Ability to develop strong working alliances at all levels within the organization.
• Ability to adapt to change and implement quickly based on the overall direction and needs of the company. Drive for results, communicate effectively and professionally, balance risk with opportunity.

We're designing a better way to work, so you can achieve what you're working for. Consistently named one of the 'Most Admired Companies' by FORTUNE® Magazine, and recognized by DiversityInc® as one of the 'Top 50 Companies for Diversity,' ADP works with more than 740,000 organizations across the globe to help their people work smarter, embrace new challenges, and unleash their talent. "Always Designing for People" means we're creating platforms that will transform how great work gets done, so together we can unlock a world of opportunity.
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