Position Description
Career Center Operations Assistant Manager
2022-54147
If you love dynamic, high op tempo, challenging projects supporting the unique needs of military spouses-Serco has a great opportunity for you! Bring your expertise and collaborative skills to make an impact in the retention of our military personnel, improve access to quality career opportunities for our military spouses, and enhance satisfaction with military life.
Spouse Education and Career Opportunities (SECO) is a Department of Defense program designed to assist military spouses and surviving spouses with education and career planning. SECO services are accessed and branded through the Military OneSource (MOS) program. MOS is the branded Employee Assistance Program for DoD military beneficiaries.
Certified career counselors in the MOS Spouse Career Center provide education and career counseling services to all military spouses associated with the following four Spouse Education and Career Opportunities life cycle stages: career exploration; education, training, and licensing; employment readiness; and career connections.
The Workforce Management and Optimization position will be responsible for real time monitoring of service levels and site performance during the day to ensure effective management of the incoming and outbound phone, chat, appointment setting, dispatching and email volume. The position will have high visibility to all the operations teams. This position requires the ability to multitask in a fast-paced contact-center environment and provide daily recommendations on staffing optimizations that drive positive service level performance. You will function as the first line of defense in recognizing issues within the operational workflow and will be required to assist in troubleshooting and escalating to the appropriate department as vital.
You will be part of a large, geographically dispersed team that works closely with Serco program management team and other Serco teams to deliver quality services to our military/government customer and military spouses.
In this role, you will be responsible for:
Assists the Career Center Operations Manager in providing direction, and administration for the operation, technical support and continual improvement of the career center staff, processes and system while acting as proxy in their absence.
Actively and consistently support all efforts to simplify and enhance the military spouse and employee experience.
Works as a technical expert of contact center tools focused on delivering intra-day staffing and service, including analysis of real-time workload and call routing to manage performance to service level requirements.
Responsible for development, implementation, and recurring review/update of the communication and execution strategies to utilize when staffing issues are identified and adjustments are required.
Analyzes and addresses escalated service delivery issues.
Delivers all workload forecasting and necessary staffing planning to meet service level goals across multiple channels and ensures productivity goals are met. Configures, tests, deploys, operates, and provides training on all functional capabilities of Amazon Web Connect.
Partners with Supervisors to prepare employee schedules, execute shift bids, schedule swaps, time off requests, and scheduling of activities such as training or 1-on-1 feedback sessions.
Coordinates with Serco's Enterprise Technical Support Services (ETSS) for technical support for the maintenance, update, and security of this system.
Collaborates with Data Analytics and Reporting Manager as well as the Workforce and Training Manager to ensure all Career Center related performance metrics and status reports are dependable, accurate and timely.
Participates in strategic planning and goal development and oversees technology and process improvements to ensure high customer satisfaction and cost effectiveness.
Responsible for tactical planning and historical trend analysis to ensure the call center achieves key performance indicators on a daily and interval basis.
Key responsibilities will include operational, procedural, and data analysis to achieve service level objectives, improve efficiencies, and deliver exceptional customer experience.
Accountable for monitoring, adjusting, and optimizing human resource utilization real-time to meet operational and business objectives.
Demonstrates Decision Making/ Complex Problem Solving- proactively gather the right data from appropriate sources, probe/consider all the facts, considers other perspectives; conduct root cause analysis; refer to long term plans and goals; prioritize key factors; act decisively, promptly, and confidently
Advanced skills using Microsoft Excel as well as workforce management software, such as Amazon Web Connect or Calabrio in a business environment
Ability to prioritize and meet tight deadlines
Analytical with attention to detail
Proactively identify risks, and opportunities around business performance
Realign resources to optimize coverage and service based on skill set and priority
Communicate with front-line leaders to ensure they have the data needed to address staffing needs
Monitor real-time service levels, average speed of answer using WFM and Real-Time Adherence software and telephony/routing reporting, to ensure all call center agents comply and service levels are met
Responsible for assisting in the daily efforts to provide an outstanding customer experience by performing real-time management to service level and agent performance in an omni-channel contact center environment.
Improve schedules for efficient use of resources to achieve service level goals.
Initiate schedule adjustments based on real-time monitoring of inbound and Outbound queues for variances to forecasts.
Process real-time schedule requests.
Review and approve agent time off and schedule change requests.
Provide support for ad-hoc requests and projects.
Provide daily/intraday performance reports to Leadership.
Monitor contact center systems performance and communicate with vendors as necessary
Collaborate multiple teams identifying opportunities to further optimize performance.
Performs any other related duties as required or assigned.
Qualifications
To be successful in this role, you will have:
At a minimum, a bachelor's degree
Must be a United States (US) Citizen.
5+ years of Workforce Management experience in an omnichannel, skill-based contact center environment required.
Strong track record of exceeding key performance metrics (KPI) and service level agreements (SLA).
Experience with Workforce Management software - (forecasting, scheduling, performance tracking, and reporting).
Experience implementing new systems, new technology features or versions and processes.
Contact Center as a Service (CCaaS) systems knowledge.
Proficient working with Excel and other analytics tools with a preference for Power BI.
Highly skilled in effective communication both verbally and in writing with co-workers, management team, other departments, and vendors
Candidate must possess highly developed analytical skills for reviewing information, analyzing data, and making appropriate recommendations for improvement.
Skilled in problem-solving, critical thinking and decision-making.
Highly organized with an emphasis on attention to detail, timeliness, and accuracy.
Ability to work with minimum supervision as well as in a team environment, in a time sensitive environment and on several tasks simultaneously
Committed to personal learning, and program continuous improvement freely communicating ideas and seeking the best overall output.
Remote with geographical preference to Kentucky, Texas, or Florida (to mirror current Program Leadership)
Must be able to obtain a favorable National Agency Check (NACI) (Desired - Active NACI)
Preferred Qualifications:
2+ years leading remote teams preferred
Four (4) years of military program or corporate experience
Knowledge of the mobile military culture and lifestyle
Military leadership experience is a plus.
Articulates understanding of basic evaluation techniques and use of customer feedback to improve overall program effectiveness/impact.
Demonstrates the ability to manage multiple priorities, illustrates attention to detail, and shows evidence of being conscientious regarding deadlines.
Ability to work in a collaborative environment with remotely located team members.
Active secret clearance is preferred.
Work Location: REMOTE/Nationwide
If you are interested in supporting and working with our military and military spouses and a passionate Serco team- then submit your application now for immediate consideration. It only takes a few minutes and could change your career!
This potential new work is scheduled for the final quarter of 2022, and we would like to speak with you now.
*Serco Inc. is using this posting to identify qualified candidates in the event of a contract award. This position is not currently funded/active. Should Serco be awarded the contract, and you meet the qualifications of the position, you will be considered in the selection process. *
Our Goal is to maintain a current staffing plan with a minimum of 30 percent of the personnel working on the SECO contract to be current or former military spouses with mobile military life and career experience.
Military Veterans and Spouses encouraged to apply!
Company Overview
Serco Inc. (Serco) is the Americas division of Serco Group, plc. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state and local governments, and commercial clients. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Headquartered in Herndon, Virginia, Serco Americas has over 9,000 employees and is part of a $4 billion global business that helps transform government and public services around the world. At Serco, our employees are our most valuable asset - we listen, respect and support them throughout their career at Serco. We invite you to become part of our dynamic team. Serco is an equal opportunity employer committed to diversifying our workforce (Race/ Color/ Sex/ Sexual Orientation/ Gender Identity/ Religion/ National Origin/ Disability/ Vets).
To review Serco benefits please visit: https://www.serco.com/na/careers/benefits-of-choosing-serco .
If you require an accommodation with the application process please email: careers@serco-na.com or call the HR Service Desk at 800-628-6458, option 1. Please note, due to EEOC/OFCCP compliance, Serco is unable to accept resumes by email.
Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee. If you are interested in becoming an approved vendor at Serco, please email Agencies@serco-na.com .
COVID-19 Regulations: Serco complies with all applicable COVID-19 requirements. This may require employees to be vaccinated against COVID-19, provide attestations regarding vaccination status and/or COVID-19 testing, or satisfy other conditions of employment that Serco deems appropriate, and employees may be required to show proof of vaccination and/or negative COVID-19 test results as a condition of employment (except in limited circumstances where an employee is legally entitled to an accommodation).
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ID 54147
Recruiting Location : Location US-VA-Herndon
Category Counseling/Support/Outreach
Position Type Full-Time
Security Clearance NACI
Telework Yes - May Consider Full Time Teleworking for this position
Campaign LPDOLTAP
