Customer Care Center Workforce/Staffing Manager (Remote or hybrid schedule) - ID, NV, TX, or UT

Customer Care Center Workforce/Staffing Manager

It's Always a Great Day at Zions Bancorporation!

We are transforming what it means to work for a financial institution. Our people are what set us apart and make us great. Together we are building a culture that values diversity, celebrates growth, and creates a place of belonging for all our team members.  We are committed to helping our people grow, develop, and advance in their careers - 33% of our job openings are filled by internal candidates. Our Workforce of the Future, Diversity, Equity, and Inclusion (DEI) programs, and Up-Skilling initiatives will open doors for you to build your network across the organization, strengthen your technical and soft skills, and give you opportunities to volunteer in the local communities that we serve. We believe that investing in your success and well-being is an investment in our customers and our business.

This position will be remote or hybrid in ID, NV, TX, or UT.

Your Purpose

• Manage the activities of the workforce services team in a remote working environment.
• Forecast, schedule, and offer real time performance support to optimize service levels, service quality, budget performance, and the workplace environment.
• Facilitate change management to accompany the implementation of new processes and procedures.
• Uphold a high standard of customer service through real-time monitoring and other methods.
• Drives the innovation, planning and implementation of care center efficiencies.
• Work collaboratively with Call Center leadership on workforce issues and can balance the needs of People and Business.  
• Provide timely, accurate reports to management as needed.
• Interview and hire new Workforce Management employees.
• Write and conduct performance reviews.
• Handle employee relation issues including verbal warnings and standard written warnings up to and including termination.
• Perform other duties as assigned.

What Makes You a Great Fit?

• Requires a college degree in business, administration or a related field and 4+ years of experience in workforce management, change management, experience in a care center with forecasting and scheduling or other directly related working experience.
• A combination of education and experience may meet qualifications.
• Supervisory or management experience required.
• Ability to foster stronger relationships across different functional areas.
• Advanced knowledge of call centers, workforce management, forecasting, scheduling applications and methodologies, data analysis, and reporting.  
• Preferred knowledge and experience working with Genesys Workforce Management tools including Genesys Cloud.
• Must have strong problem solving, analytical and communication skills, both written and verbal.
• Ability to manage multiple projects, new initiatives, meet business needs.
• Effectively manage people, processes, and technology.
• Ability to set and maintain high quality work standards.
• Strong leadership and management skills.

What Makes Us a Great Fit?

• Medical, Dental and Vision Insurance - START DAY ONE! 
• Life and Disability Insurance, Paid Parental Leave and Adoption Assistance
• Health Savings (HSA), Flexible Spending (FSA) and dependent care accounts
• Paid Training, Paid Time Off (PTO) and 11 Paid Federal Holidays, and any applicable state holidays
• 401(k) plan with company match, Profit Sharing, competitive compensation in line with work experience
• Mental health benefits including coaching and therapy sessions
• Tuition Reimbursement for qualifying employees enrolled in an accredited degree program related to the needs of the business, maximum of $5,250 per calendar year, employees are eligible for the program upon hire
• Employee Ambassador preferred banking products

Pay range (depending on experience and location): $85,000-$100,000