Job Description

Ally and Your Career

Ally Financial only succeeds when its people do - and that's more than some cliche people put on job postings. We live this stuff! We see our people as, well, people - with interests, families, friends, dreams and causes that are all important to them. Our focus is on the health and safety of our teammates as well as work-life balance and diversity and inclusion. From generous benefits to a variety of employee resource groups, we strive to build paths that encourage employees to stretch themselves professionally. We want to help you grow, develop, and learn new things. You're constantly evolving, so shouldn't your opportunities be, too?

The Opportunity

Reporting to the Operations Manager, this resource will be responsible for the design and strategy for WorkForce Management including Capacity Planning and Performance Management for the Itasca Service Center. Primary responsibilities include building and coordinating all aspects of the workforce management (WFM) program within the Service Center. Responsibilities also include conducting statistical analytics of Performance Management data, leading and maintaining scorecards and dashboards to support multiple lines of business. This position also will assist the Ally Workforce Manager in leading change throughout the organization to increase efficiencies and effectiveness!

The Work Itself

* Supervise the WorkForce Management Process in Service Center
* Solid understanding of the capacity planning process and staffing requirements
* Use Verint Impact 360 technology (Workforce Management software) to improve efficiency and process analytics
* Handle the end to end process of crafting, adjusting, and reporting on KPI's
* Supervise the design and build of agent scorecards in Impact 360
* Build & maintain various LOB dashboards and reporting
* Learn and manage the Desktop Process and Analytics application in Verint
* Identify KPI's to assist with dashboard and scorecard maintenance and development
* Develop Ad Hoc and Daily reports
* Work closely with Leaders and their Direct Reports on identification and resolution of business opportunities related to workforce optimization and productivity improvements
* Identify actions and steps needed to accomplish team objectives and complete initiatives calling out any risks to the same.
* Project management responsibilities
* Travel as required

The Skills You Bring

* Bachelor's degree in business Admin/Management, Statistics, Data Analytics, or like field preferred
* 3+ years of hands-on experience with workforce systems such as Avaya, CMS, Genesis, and Impact 360
* Experience in oversight of workforce management processes from beginning to end
* Knowledge of Power BI or similar application
* Proficient in Excel, working knowledge with other MS Office applications
* Knowledge with operating Verint (or like application) adapters (Source Measures, Avaya ASCM, Ad Hoc scorecard)
* Organizes and presents data in an organized and logical fashion
* Ability to work collaboratively and efficiently with people at all levels of the business
* Demonstrate strong analytical and organizational skill set and maintain a high level of attention to detail and accuracy

How We'll Have Your Back

Ally's compensation program offers market-competitive base pay and pay-for-performance incentives (bonuses) based on achieving personal and company goals. But Ally's total compensation -- or total rewards -- extends beyond your paycheck and is designed to support and enrich your personal and professional life, including:

* Time Away: competitive holiday and flexible paid-time-off, including time off for volunteering and voting.
* Planning for the Future: plan for the near and long term with an industry-leading 401K retirement savings plan with matching and company contributions, student loan and 529 educational assistance programs, tuition reimbursement, and other financial well-being programs.
* Supporting your Health & Well-being: flexible health and insurance options including dental and vision, pre-tax Health Savings Account with employer contributions and a total well-being program that helps you and your family stay on track physically, socially, emotionally and financially.
* Building a Family: adoption, surrogacy, and fertility support as well as parental and caregiver leave, back-up child and adult/elder day care program and child care discounts.
* Work-Life Integration: other benefits including LifeMatters Employee Assistance Program, subsidized and discounted Weight Watchers program and other employee discount programs.

Who We Are

Ally Financial is a customer-centric, leading digital financial services company with passionate customer service and innovative financial solutions. We are relentlessly focused on "Doing it Right" and being a trusted financial-services provider to our consumer, commercial, and corporate customers. For more information, visit www.ally.com.

Ally is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity or expression, pregnancy status, marital status, military or veteran status, genetic disposition or any other reason protected by law.

We are committed to working with and providing reasonable accommodation to applicants with physical or mental disabilities. For accommodation requests, email us at work@ally.com. Ally will not discriminate against any qualified individual who is capable of performing the essential functions of the job with or without reasonable accommodation.