Workforce Management Supervisor

Homesite Insurance was founded in 1997 and was one of the first companies to enable customers to purchase home insurance directly online, during a single visit. Since then, we've continued to innovate rapidly to meet the needs of our customers and their changing expectations. One thing that's stayed the same since our founding: our commitment to our customers, partners and employees. Join us on our journey as we continue to grow into a powerful contender in the field of insurance. Compensation may vary based on the job level and your geographic work location. Compensation Minimum: Compensation Maximum: As a member of the Resource Planning and Management Group at Homesite, you are part of a team that positively and directly impacts the organization’s bottom line with quantifiable results. The responsibilities for this role include contact center operations as they relate to supervising the group of analysts within Resource Planning and Management who are primarily charged with supporting the workforce management efforts within the center. As the supervisor you would oversee activities supporting contact center performance including statistical modeling, forecasting, scheduling, reporting, data analysis and proactively monitoring and helping to drive improvements in key agent and contact center performance metrics. The collective team is a critical contributor to delivering on strategic enterprise goals supported through the delivery of astute analysis and innovative business recommendations which drive expense reductions and profitable growth. Finally, to be successful, there is an expectation of a strong focus on continuous improvement, driven by leveraging new and existing technologies, strategies and processes to constantly be at the forefront of implementing the latest in contact center resource optimization and performance concepts. The Resource Planning & Management Supervisor is a key member of the contact center leadership team, providing oversight of the supportive workforce management activities as performed by the Resource Planning and Management analysts. This role has the following primary responsibilities which include both departmental performance and supporting the organization in achieving defined contact center objectives: Provide supervisory oversight of all Resource Planning and Management activities, including statistical modeling, forecasting, scheduling, reporting, data analysis, real time contact center performance monitoring, and efforts to drive improvements to our planning and key contact center performance metrics. Hire, on-board and train new Resource Planning and Management analysts to ensure proper staffing levels are maintained in support of contact center growth. Support financial planning activities for the team and ensure team expenditures stay within budget parameters. Provide coaching and support to team members to ensure they are positioned for success. Foster an engaging work environment where diversity is embraced and associates are recognized for their contributions. Ensure team members adhere to the organization’s code of conduct and operational best practices and meet department and individual performance objectives. Provide regular and on-going performance coaching and feedback including regularly scheduled performance summaries. Effectively communicate to all levels of leadership and regularly report status of key departmental activities and objectives. Collaborate with contact center leadership in the regular review and communication of results, analysis, and strategy to ensure the contact center is positioned appropriately to achieve departmental objectives. Ensure a systematic approach is in place for reporting of data insights and analysis to contact center leaders to help drive improvements in agent performance and customer experience. Seek automated solutions wherever possible. Collaborate with business leaders to ensure resource strengths are optimized to best support operational objectives During periods of flux, coordinate the efforts of the Resource Planning and Management group and contact center leaders to ensure proactive and timely adjustment of plans to sustain organizational performance objectives Foster collaborative working relationships with cross-functional teams including Partner Management, Learning and Development, Operations, HR, IT and others to ensure long term performance objectives are met Education and Training Qualifications: Previous experience in mid- to large-size contact center in a supervisory or coaching capacity with measurable impacts Experience in general workforce management activities such as modeling, forecasting, planning, scheduling, reporting, data analysis, and real time contact center performance monitoring Bachelor’s Degree required, Master’s degree preferred; Degree in Business Administration, Communications, Economics, Statistics, Mathematics or Finance preferred Technology Qualifications: Must be proficient in MS Excel and have a solid background in all MS Office products Experience with workforce management and call routing software required; working knowledge of Genesys and NICE IEX preferred Tableau or similar BI tools experience preferred SQL experience preferred Professional and Leadership Qualifications: Strong leadership skills. Ability to motivate, inspire and influence effectively to drive desired performance. Results oriented individual who understands how their activities are impacting organizational performance objectives Comfortable in a fast-paced, constantly changing team-oriented environment Highly effective communicator. Excellent written, verbal, interpersonal communication and conflict resolution skills. Comfortable with speaking to internal and external partners at all levels. Able to effectively communicate complex subject matter to non-technical audiences. Strong organizational skills, follow-through and demonstrated ability to multitask and meet deadlines Ability to work well and accept challenges in a fast-paced, dynamic organization A champion of new ideas Strength in working on self-managed projects in conjunction with other departments Additional Qualifications: The candidate selected will be a creative, out-of-the-box thinker who is intellectually curious with a demonstrated interest in driving improvement and developing high performing teams. This person will be a self-motivated, high-energy individual who can easily function in a high demand, performance-driven environment. He/she must be accustomed to working on multiple tasks in parallel and committed to meeting deadlines, including some with short time frames. #LI-Remote When you work at Homesite you can expect benefits that support your physical, emotional, and financial wellbeing. You will have access to comprehensive medical, dental, vision and wellbeing benefits that enable you to take care of your health. We also offer a competitive 401(k) contribution, a pension plan, an annual incentive, and a paid-time off program. In addition, our student loan repayment program and paid-family leave are available to support our employees and their families. Interns and contingent workers are not eligible for American Family Enterprise benefits. Stay connected: Join Our Enterprise Talent Community!