Job Title
Director of Operations - Workforce Management
Job Profile
Job Description
Job Title:
Director of Operations - Workforce Management
Job ID:
8810
Location: Columbus,OH
Full/Part Time:
Full-Time
Regular/Temporary:
Regular
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About Us
Alliance Data (NYSE: ADS) and its family of businesses is a leading provider of loyalty and marketing solutions derived from transaction-rich data. Through the creation and deployment of customized solutions that measurably change consumer behavior, Alliance Data helps its clients to create and enhance customer loyalty to build stronger, mutually beneficial relationships with their customers. The Company manages millions of customer relationships for some of North America's largest and most recognizable brands, helping them grow their businesses and drive profitability. Headquartered in Dallas, Alliance Data employs approximately 7,000 associates at approximately 50 locations worldwide. Alliance Data is a leading provider of marketing-driven credit solutions, and is the parent company of Epsilon®, a leading provider of multi-channel, data-driven technologies and marketing services, and LoyaltyOne, which owns and operates the AIR MILES® Reward Program, Canada's premier coalition loyalty program. For more information about the company, visit its web site, ****
About Our Team
Let's face it; it's a brand loyal world we're living in, which is why Alliance Data Retail Services offers integrated private label, co-brand, commercial and gift card services enhanced by integrated marketing services. We manage over 65 credit programs for America's most recognized retailers, helping them sell more and improve customer loyalty.
Responsibilities
Oversees Workforce Management Function
Provides framework and roadmap for Resource Management
Drives the development of proactive planning and real time implementation related to forecasting and scheduling of call center resources.
Provides long-term strategic direction and tactical execution in addition to real time control plans.
Oversees and drives Strategic Forecast and Recommendations
Create base strategic forecast
Collect and Review input for forecast
Provide recommendations based on results to Key business partners
Gather and Validate Historical Data
Determine and adjust for impact of business drivers
Participates in strategic planning exercises, develops annual budgets and staffing plans, recommends appropriate tools and procedures that will increase efficiency and effectiveness.
Oversees staff
Directly responsible for all aspects of performance management.
Ensure talent and resources are maximized and all quality and productivity goals are met within budgetary guidelines.
Coaches and develops leadership team and builds and maintains relationships with all levels of the organization.
Champions new initiatives and analyzes business trends for continuous improvement.
Ensure staff receives the appropriate training and remains knowledgeable about technology, statistical concepts/practice, strategic insight, forecasting methods, and effective communication
Direct Partnership and relationship management across Retail
Collaborate with senior business leaders and cross-functional teams in order to arrive at fact-based decisions that promote the efficient and effective application of data analysis to enhance business processes, customer interactions and profitability
Serve as active and valued business partner to various functional areas including Operations, IT, Risk, Finance, and Marketing
Effectively and efficiently manage department priorities, workload, and resources in support of both adhoc requests and strategic analyses
Regularly communicate with Operations Management to align Key Performance Indicator reporting with strategic imperatives
Develop analytics organization into a strategic support unit by transitioning from obtaining data to presenting and influencing the business through excellent communication and presentation of data
Analyze complex data, present outcomes and recommendations derived from strategic analyses to management
Review, evaluate and recommend new technologies; Act as advocate for Operations regarding BI technology needs
Document Reporting Requirements, evaluate value-add propensity and implement solutions accordingly
Evaluate post-implementation performance of new projects against original forecasts for improved management evaluation and decision-making
Regularly exercise discretion and independent judgment in making decisions regarding the management of the area
Drive continuous service improvement based upon quality metrics and customer feedback
Qualifications
Outstanding communication skills and consensus builder
Demonstrated ability to establish and maintain solid partnerships with all levels of leadership
Ability to resolve customer problems through personal contact
Comfortable speaking to groups of customers, clients and/or colleagues
Ability to communicate technical/analytical information to non-technical customers
Strong people facilitation skills, excellent business writing skills, and a proven track record in meeting/exceeding stated deadlines and milestones required
Ability to set priorities and maintain overall user satisfaction
Ability to analyze complex issues and advise internal business partners appropriately.
Aptitude for detail and high degree of organization
Experience working through raw data, initiating analysis, and providing high-level summary
Experience distilling large reports into dash board reports for executive team
Ability to Analyze complex Data
Excellent verbal and written communication and presentation skills
Strong negotiating, facilitation, and influencing skills
Strong leadership skills
Customer and results oriented
Ability to influence executive level associates and bring issues to resolution
Ability to lead a team of people
Ability to set priorities and hold people accountable
Ability to collaborate
Ability to establish and meet critical deadlines
Ability to prioritize multiple activities and complex projects simultaneously
Superior problem resolution skills
Ability to troubleshoot problems of a technical nature
Ability to research and resolve problems
Solid technical aptitude of Verzion Network Manager, AVAYA CMS and Best Service Routing, IEX Scheduling and adherence, and Unicenter Service Desk
Bachelors Degree
10+ years Experience
Compensation and Benefits
Alliance Data offers a competitive salary, a comprehensive selection of benefit options including 401(k).
Conditions of Employment
All job offers are contingent upon successful completion of drug screen and background checks.
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Location: USA-OH-Columbus |
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Posted on
Jul 29,2010 |
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