Manager, Process Management (Workforce Management)

Prudential Financial, Inc. is a multinational financial services leader with operations in the United States, Asia, Europe, and Latin America. Leveraging its heritage of life insurance and asset management expertise, Prudential is focused on helping individual and institutional customers grow and protect their wealth. The company's well-known Rock symbol is an icon of strength, stability, expertise and innovation that has stood the test of time. Prudential's businesses offer a variety of products and services, including life insurance, annuities, retirement-related services, mutual funds, asset management, and real estate services. For more information, please visit www.prudential.com Responsible for all aspects of Workforce management which includes, but is not limited to forecasting, scheduling, real-time workflow management and staffing recommendations for inbound and non-phone activities. Partners with Director and Vice-President on strategic and technology implementations for the call center. Lead 2-3 analysts that perform more complex report/trend/performance analysis and troubleshooting and real-time workflow management. Create "what if" scenarios and present recommendations for staffing, forecasting and budgeting purposes to ensure that the Call Center and/or Paper Based Utilities have sufficient resources to operate effectively. Has full supervisory responsibility including hiring, performance management, staff development, and coaching and development. Lead a Service Team Manager and a 2 member staff on service clerical functions within the call center, business continuity and IT requests. Utilize staffing requirements and call center schedules to determine required and ensuring we are meeting our operational commitments. Responsible for ensuring excellent customer relations with call center management team and other business partners. Create and produce reports on historical data and forecasting results from applicable systems. Analyze and interpret data offering suggestions and independently implementing solutions. Update and maintain call volume patterns and consistently validate the accuracy of intraday forecasts. Create database tracking tools and report on staffing shrinkage patterns (vacation, sick, training, etc.) for incorporation into the staffing forecasts. Maintain holiday patterns to ensure effective coverage for holidays. Must have the ability to recognize, recommend, implement and measure operational improvements. Ensures adherence to day-to-day application of organizational policies and procedures. Position may require NASD series 6 and 26 licenses in the future. 3-5 years of workforce management experience. 2-4 years of managing in a call center environment. Must have proven experience in leading people Must have high energy and constant display of creative thinking Experience with Aspect, Avaya CentreVu Supervisor, Avaya IP Agent. Experience in forecasting, scheduling and real-time workflow management in small to mid size call center (150+ reps). Experience in researching and recommending technology solutions for the call center. Strong vendor management/relationship experience. Strong organizational skills. Able to communicate effectively, both written and verbally, with all levels of management Strong analytical thinking/problem skills. Ability to manage time to hit implementation deadlines. Proficiency in Microsoft excel is a mandatory. Bachelor's degree a plus. Prudential is an Equal Opportunity/Affirmative Action Employer and is committed to diversity in its workforce. Prudential is not seeking assistance or accepting unsolicited resumes from search firms for this employment opportunity unless contracted with Staffing. Agencies must work with Staffing as the primary point of contact and follow the Prudential application process to be considered for business. Regardless of past practice, all resumes submitted by search firms to any employee at Prudential via-email, the Internet or directly to hiring managers at Prudential in any form without a valid written search agreement in place for that position will be deemed the sole property of Prudential, and no fee will be paid in the event the candidate is hired by Prudential as a result of the referral or through other means. Note: Any search agreement entered into with Prudential before January 2004 is null and void. Search firms are essential to the recruitment and staffing efforts at Prudential and we value the partnerships we have built with our preferred vendors. For this reason, Prudential has established and regularly maintains a preferred vendor list. Please note that even preferred vendors need to have a written search agreement signed by the Director, Recruiting Programs, Staffing at Prudential in place for the specific position in order for a fee to be paid for any candidate referrals.