Manager- Workforce Planning/Process Improvement

Manager

Workforce Planning/Process Improvement

Would you like to join a premier employer who s customer contact center has been ranked in the top 10% of all centers benchmarked in North America by Purdue University?

We currently have an opening for a Manager-Workforce Planning/Process Improvement in our Newton, Iowa location. We are looking for individuals who have demonstrated experience with:

The implementation of operational plans to maintain exceptional quality of service for our customers.

Leading a team of analysts to leverage state of the art workforce management systems and IVR/ACD technologies in a real-time environment.

Analyzing business data and translating it to accurate forecasts to meet regulated service standards.

Identifying best practices to support our agents in fulfilling their day-to-day accountabilities.

The ideal candidate will have a business degree with 4 to 7 years hands on experience as a Senior Workforce analyst in a 100 + agent/multi-site contact center environment with advancement to progressive accountabilities. Preference will be given to candidates who have successfully lead the conversion to an IEX platform in previous environments.

Iowa Telecom offers a competitive salary and benefit package commensurable with its world-class status. You will enjoy our flexible, innovative environment where true contribution and performance is rewarded.

To apply, please visit us on-line at www.iowatelecom.com and follow the Careers link.

Iowa Telecom

115 S. 2nd Avenue W.

Newton, IA 50208

(641) 787-2060 phone

(641) 787-2853 fax

Source - Des Moines Register - Des Moines, IA
REQUIREMENTS
Please refer to the Job Description to view the requirements for this job