Workforce Management Manager

Company: National General Insurance
Location: Mesa
Posted on: January 15, 2022

Job Description:

*PREFERRED CANDIDATE HAS EXPERIENCE WITH Aspect AND ICBM*Primary Purpose:Guide effectiveness of workforce management operations within area of responsibility by managing analyst team, liaising with customer care business leaders and tracking and reporting on performance to ensure achievement of business objectives.Essential Duties and Responsibilities:Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

• Guide delivery of workforce management services by assigning and delegating tasks, tracking team workload, resolving escalated issues and providing direction to ensure customer care units receive accurate and timely volume projections and staffing advice
• Support achievement of business objectives by identifying opportunities for process improvement, recommending innovative changes to senior managers and implementing the established strategic vision for workforce management team to foster efficiency and increase effectiveness of operations
• Guide cohesiveness of operations across workforce management department by promoting best practices and encouraging communication and knowledge sharing among analyst teams to foster collaboration and teamwork
• Liaise with customer care business units by communicating with leadership across sites to align forecasting and workforce analysis strategies with operational needs and expectations within area of responsibility
• Inform senior management on team operations by monitoring team performance, tracking success against established metrics and delivering reports to update key stakeholders and ensure alignment with department objectives
• Manage a performance enhancement culture by actively coaching and mentoring direct reports, providing regular feedback and developing employees for wider roles and responsibilities to foster professional growth and development
• Manage budgeted resources by anticipating expenditures, accurately forecasting resource needs/costs and properly accounting for expenses to meet requirements and achieve fiscal responsibility
• Provide a positive environment by modeling cultural expectations and guiding leaders to reward performance and value "can do" people, accountability, diversity and inclusion, flexibility, continuous improvement, collaboration, creativity and fun
• Adopt National General Insurance values in personal work behaviors, decision-making, contributions and interpersonal interactions
• Manage own career development by soliciting feedback and valuing other perspectivesMinimum Skills and Competencies:The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • High school diploma or general education degree (GED)
  • 7+ years of relevant experience
  • Experience with workforce management operations and analysis; experience managing or leading others; increasing levels of responsibility
  • Applied knowledge of business and management principles involved in strategic planning, resource allocation, leadership technique and coordination of people and resources
  • Working knowledge of principles and processes for providing customer service, including customer needs assessment, meeting quality standards for services and evaluation of customer satisfaction
  • Terminology, function and fundamental capabilities of common computer, software, information and communication technology devices, components and concepts
  • Proficient in Microsoft Office (Word, Excel, Outlook and Power Point)
  • Organize people, tasks and activities to yield efficient work flow
  • Motivate and inspire achievement of a common goal
  • Consult and recommend changes and improvements to leaders
  • Excellent interpersonal skills with the ability to establish working relationships with individuals at varying levels within the organization
  • Coordinate, implement and manage projects
  • Observe outcomes and interpret results
  • Must possess effective verbal and written communication skills
  • Mentor and coach team members; share knowledge and educate others
  • Facilitate discussions and manage and resolve conflict to reconcile differences among others and between self and others
  • Creativity and alternative, open thinking to generate and support new or better ways of doing things
  • Understand team dynamics and utilize the individual strengths of each member to achieve results#LI-LS1#LI-RemoteNational General Holdings Corp. is an Equal Opportunity (EO) employer - Veterans/Disabled and other protected categories. All qualified applicants will receive consideration for employment regardless of any characteristic protected by law. Candidates must possess authorization to work in the United States, as it is not our practice to sponsor individuals for work visas.In the event you need assistance or accommodation in completing your online application, please contact NGIC main office by phone at (336) 435-2000.
    About National General Holdings:National General Holdings Corp., a member of the Allstate family of companies, is headquartered in New York City. National General traces its roots to 1939, has a financial strength rating of A- (excellent) from A.M. Best, and provides personal and commercial automobile, homeowners, umbrella, recreational vehicle, motorcycle, supplemental health, and other niche insurance products. We are a specialty personal lines insurance holding company. Through our subsidiaries, we provide a variety of insurance products, including personal and commercial automobile, homeowners, umbrella, recreational vehicle, supplemental health, lender-placed and other niche insurance products.National General is a fast paced, dynamic, and entrepreneurial organization. Our team members live by and exemplify what we call the 4Es. At National General, we are Energized, Engaged, Empowered, and we Execute every day in order to provide an exceptional experience for our customers! We are passionate about our organization and the value that we add every day. A successful candidate with National General will embody the 4Es. Our team is poised to outperform the competition. We are National General Insurance and with us you can be extraordinary! Come join our team!Companies and PartnersDirect General Auto & Life, Personal Express Insurance, Century-National Insurance, ABC Insurance Agencies, NatGen Preferred, NatGen Premier, Seattle Specialty, National General Lender Services, ARS, RAC Insurance Partners, Mountain Valley Indemnity, New Jersey Skylands, Adirondack Insurance Exchange, VelaPoint, Quotit, HealthCompare, AHCP, NHIC, Healthcare Solutions Team, North Star Marketing, Euro Accident.In addition to a phenomenal career opportunity, National General Insurance offers an excellent benefits package including:
    • Paid Training
    • Medical, Dental, Vision benefits
    • Wellness Programs
    • Life and Short/Long Term Disability Insurance
    • 401k w/ Company Match
    • Company Paid Holidays & Generous Time-off policy
    • Employee Discount Program
    • Career Advancement and Development Opportunities
    • On-site Healthcare Clinic (Winston-Salem and Cleveland offices)
    • On-site Fitness Center (Cleveland and Dallas offices)
    • Subsidized parking (Cleveland office)National General Holdings Corp. is an Equal Opportunity (EO) employer - Veterans/Disabled and other protected categories. All qualified applicants will receive consideration for employment regardless of any characteristic protected by law. Candidates must possess authorization to work in the United States, as it is not our practice to sponsor individuals for work visas.In the event you need assistance or accommodation in completing your online application, please contact NGIC main office by phone at (336) 435-2000.

Keywords: National General Insurance, Mesa , Workforce Management Manager, Executive , Mesa, Arizona