Director of Workforce Operations

Birmingham, Alabama

 

The Director, Workforce Operations is responsible for fulfilling client deployment requests and overseeing day to day recruiting, project support, compliance, and deployment activities. The Director, Workforce Operations is also responsible for process design and management and inbound and outbound contact management. The Director, Workforce Operations oversees the Personnel, Recruiting and Document Management departments.

 

ESSENTIAL JOB FUNCTIONS:

  • Deliver target fulfillment rates on all client deployment requests.
  • Effectively manage the home office operations team to deliver exceptional roster support and to meet all internal and external performance SLAs.
  • Design the ideal project employee journey across end-to-end touch points; collaborate and align cross-functionally with all touch point owners to ensure a cohesive experience for the employee.
  • Design supporting processes; develop and organize scripts, SLAs, and SOPs.
  • Be responsible for preparation and execution of storm readiness plan.
  • Provide clear direction and leadership to direct report Supervisors, Document Management Specialists, and Staffing Coordinators, and establish an engaged and results oriented departmental culture.
  • Establish staff recruiting, selection and training programs to deliver a high quality, stable home office staff, who can effectively engage with project employees and deliver exceptional support.
  • Serve as personnel operations subject matter expert while partnering with IT to enhance and optimize support systems and analytical capabilities which improve efficiencies and inform resource deployment needs.
  • Maintain a balanced workflow which will support meeting contractual obligation and service level agreements.
  • Work collaboratively with Director of Operations and Director of Client Services to develop and improve service delivery models.
  • Develop and implement experienced project workforce recruiting and workforce retention strategy with programs to reduce the roster cost per employee and improve workforce quality.
  • Analyze, make corrective action, and report on all cross departmental metrics established for KPIs.
  • Work collaboratively with the Training Department on certification, field training class schedules, and attendance requirements.
  • Participate in special projects and complete other duties as assigned.

 

EXPERIENCE/QUALIFICATIONS:

  • 10+ years of management experience leading individuals and teams in the Property and Casualty Insurance and/or Staffing Industry
  • Proven ability to design, implement and manage processes, policies, and procedures in a complex operational environment
  • Direct experience managing inbound and outbound contact center operations
  • Proven ability to interface with technology partners and vendors to design and implement software and systems to enhance operational capabilities
  • Experience with workforce modeling and optimization, and staff scheduling
  • Excellent analytical and critical thinking skills; demonstrated ability to capture data insights for improved decision making and performance
  • Extremely well organized and detail oriented
  • Proven ability to thrive in a fast-paced high demand work environment and manage numerous projects simultaneously.
  • Bachelor’s Degree in Business Management or a related major
  • MBA or operational consulting experience preferred