Job Description

Company Summary

Join our team! As a member of the First American family of companies, First American Home Warranty offers a wide range of home warranty products and services to home sellers, buyers and agents. As a global leader in providing title insurance, settlement services and risk solutions for real estate transactions, First American (NYSE: FAF) is an ideal place to build your career. We have been entrusted with helping our customers achieve and protect their dream of homeownership since 1889. We believe that our people are the key to the companys continued success, and we invest in diverse talents and backgrounds and empower our teams to achieve more than they could anywhere else. First American has created an award-winning culture and has been named to the Fortune 100 Best Companies to Work For list for the fifth consecutive year and to more than 50 regional Best Places to Work lists. For more information, please visit www.homewarranty.firstam.com

Job Summary

Essential Functions

* Lead Contact Center Operations delivered through multiple third party service providers, as well as the Global Workforce Management Team (WFM)
* Build, manage and own workforce management strategy, process, and execution across the contact center universe.
* Responsible for the delivery of services in accordance with SOWs
* Manage activities including capacity planning, forecasting, scheduling, real-time monitoring and analysis including direct workforce responsibility for frontline associates in the United States, offshore and BPO resources.
* Provide strategic thought leadership and drive continuous improvement to advance workforce planning capabilities
* Ensure maximum utilization of existing technologies to support efficient traffic distribution and utilization of staff
* Proactively identify, analyze, remediate or modify operational process changes, excess capacity, defects in workforce models and forecasts to deliver best in class workforce plans in collaboration with key stakeholders
* Partner with customer facing departments to understand strategic direction of the company; translate knowledge into inputs for staffing assumption analysis as well as quality monitoring and improvement opportunities
* Bring thought leadership to identify and oversees continuous improvement opportunities, gains in efficiency and reduced costs
* Communicate issues and trends regarding service and recommend and/or facilitate programs to effectively resolve these issues
* Leverage data and financial analysis, workforce models and innovation to inform, advise, problem solve and influence decisions and outcomes that align the strategic priorities
* Ensure the development and maintenance of vendor performance management materials such as metrics, scorecards, key performance indicators (KPI), and reports to drive desired BPO vendor outcomes
* Provide input to senior leadership to support BPO vendor performance assessments and improvement initiatives
* Review existing vendor processes and portfolio for opportunities to improve efficiency or scope of services
* Review vendor performance and costs / benefits / risks
* Ensure vendor compliance with all applicable laws, rules, and regulations
* Has full supervisory responsibility for a staff. Delegates tasks, manages work flow and plans staffing requirements. Responsible for salary administration. Interviews candidates and makes hiring decisions, writes and conducts performance reviews, provides ongoing feedback, and manages disciplinary actions. Coaches and mentors staff; provides development opportunities. Ensures that teams and individuals understand roles and responsibilities via clear communication of goals and objectives. Meets with individual team members on performance measurements, goals and evaluations.
* Works on highly complex problems in which analysis of situations or data requires significant originality and an in-depth evaluation of various factors
* Exercises extreme judgment within broadly defined practices and policies in selecting methods, techniques and evaluation criteria for obtaining results

Requirements

* Bachelors degree or equivalent combination of education and experience; advanced degree preferred
* 8+ years of progressive management experience in international BPO operations or consulting
* Demonstrated competency in executing strategic plans
* Ability to learn needs of a wide range of employees while driving team performance, monitoring results and appropriately allocating resources
* Possesses and applies a broad knowledge of principles, practices, and procedures of particular field of specialization to the completion of complex projects
* Experience and knowledge of functional tools and infrastructure
* Progressive experience in leading employees in multiple locations, and significant experience developing and implementing solutions
* Six Sigma, Black/Green Belt or equivalent experience with operational efficiency and throughput analysis (preferred)

First American invests in its employees' development and well-being, empowers them to provide superior customer service and encourages them to serve the communities where they live and work. First American is committed to diversity and inclusion. We are an equal opportunity employer.