Job Description

At Northwestern Mutual, we are strong, innovative and growing. We invest in our people. We care and make a positive difference.

What's the role?

Develops, coordinates and manages the short-range Workforce plans, strategy, and projects that support the operational areas of the company. The manager works with the Operations leadership teams, vendors and internal partners to ensure the delivery of staffing plans and service level results. Responsible for a staff of Workforce Optimization Specialists and Consultants who develop forecasts and schedules that optimizes staffing resources and reallocates staff based on workload demand. Partners with operational leadership to make recommendations and provide guidance on implementation of changes as a result.

Characterized by proactively identifying, recommending, and implementing changes to policies and procedures to enhance effectiveness and efficiency of the business unit.
May assist in the strategic direction and implementation of the business unit.

* Oversee the workforce planning process for operational business areas. This includes weekly, daily and interval forecasts, and the creation of efficient agent schedules.
* Works closely with technical team lead to ensure workforce plans are meeting the needs of our business partners.
* Oversee the day-to-day operations of the owned area including developing, recommending and implementing new policies and procedures, ensuring goal attainment, and complying with applicable laws and regulations.
* Proactively evaluates current workflow to develop and implement policy/procedure changes and/or service enhancements as a means of continually seeking opportunities to increase work efficiencies.
* Responsible for all people management activities including the direct management of other employees. Directing, monitoring and evaluating day to day work flow/quality; assessing and maintaining performance standards and measures, hiring and retention of staff and employee discipline.
* Proactively leads efforts to manage cultural and process/procedural change across the department.
* Accountable for managing financial resources to include planning/budgeting.
* Assists senior management in the development of area's annual operational plan.
* Responsible for maximum operational efficiency through establishing, directing and coordinating the team's service activities, analysis of customer satisfaction and identifying changing service demands.
* Primarily focused on the execution of operational plan over the next year.
* Independently leads complex business area projects/support assignments with decision making authority and/or participates in cross-departmental projects.
* Recommends continuous improvements by identifying technical and service gaps, independently seeks and implements solutions.
Problems and issues have a variety of interpretations and require careful evaluation and reference to many varied options impacting both the customer, financial representative and the business. Assignments require reviewing diverse procedures and choosing from among many options where clear alternatives do not exist.
May be sought out for their input and the ability to contribute to direction setting at a departmental level. Removes obstacles from group members to solving problems. Considers the long term effect of solutions to include risk analysis.

This position can be 100% remote.

Bring your best! What this role needs:
*Bachelor's degree in business or related field or an equivalent combination of education and progressively responsible work experience.
*Minimum of five years related experience in workforce management operations in a call center or blended operations environment supporting scheduling, forecasting, or both.
*Proven leadership skills, working with diverse teams in an operational environment where effective supervision and coaching were demonstrated. Typically this experience is gained by having 2 or more years of people management experience.
*Analytical ability, judgment and decision making.
Good management, human relations and interpersonal skills to manage a group of people.
*Experience with process improvement and workflow. Advocate for Continuous Learning Improvement efforts.
*Good project management experience to include operational management and policies and procedures development.
*Excellent written and verbal communication skills and organizational skills.

* Experience with Intradiem auto software and machine learning preferred.

Advanced Excel skills and experience in advanced formulas, array formulas, circular references, tables formatting, condition formatting, advanced charting, pivot tables reporting.

Experience with Advanced Forecasting & Scheduling Techniques
Experience with WFM software, preferably Aspect.
Experience with Automatic Call Distribution (ACD) and routing systems.

Knowledge of Machine Learning Technology such as R

LI-POST

IN-POST

This job is not covered by the existing Collective Bargaining Agreement.

Required Certifications:

Grow your career with a best-in-class company that puts our clients interests at the center of all we do. Get started now!

We are an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, disability, age or status as a protected veteran, or any other characteristic protected by law.