Workforce Management Specialist
Transforming Customer Contact Experiences
1. Lead and manage the planning and scheduling function, driving performance excellence and delivering exceptional customer experiences every day.
2. Oversee the operation and optimization of telephony systems and infrastructure, ensuring seamless interactions.
3. Collaborate with stakeholders to enhance customer experience and operational efficiency, fostering a culture of innovation and growth.
The successful candidate will possess strong leadership and stakeholder management skills, proficiency in forecast and budget delivery, and experience in service delivery within high-volume environments. They will be responsible for leading cross-functional teams to drive process improvements, optimize resource allocation, and develop strategic plans to meet business objectives.
This role requires a collaborative approach, working closely with various departments to align business goals and strategies. The ideal candidate will be a strategic thinker, able to analyze complex data and make informed decisions that drive results.
The Workforce Management Specialist will play a critical role in shaping the future of customer contact at Aviva, leveraging their expertise to create innovative solutions and drive business success.