Job description

CardWorks Servicing ("CWS") is one of the largest privately-held provider of outsourcing services for bankcard-related products to banks and non-bank lenders in North America. CWS offers management expertise across the credit spectrum and supports both MasterCard and Visa accounts as well as a variety of private label debit, credit, stored value, and customer bankcards.

The Vice President of Workforce Optimization is responsible for the strategic direction related to understanding the efficiency of the Workforce across all Operations, on shore and partnered offshore. Leads and directs a small team of professionals who are responsible for recommended changes that are compliant with regulatory requirements and CardWorks policy. The team will be responsible to measure the effectiveness and efficiency of the workforce, understand trends in workloads with continuous recommendations/opportunities for improvements to drive increased efficiencie and higher customer experience. Collaborates closely with senior/executive operations leadership, Risk management, and technology, procurement, and vendors. Strong commercial awareness is a necessity along with history of workforce optimization expertise. This role must be able to effectively negotiate internally, often at a senior level and external communication is necessary working with vendors and as well as potential representation on behalf of CardWorks. Exercises control over resources, policy formulation and planning. Primarily affects a sub-function. Involved in short- to medium-term planning of actions and resources for own area. Full management responsibility of a team or multiple teams, including management of people, budget and planning, to include performance evaluation, compensation, hiring, disciplinary actions and terminations and budget approval.

Essential Functions:

• Partner with leadership and operations teams to share market, team and individual performance
• Provide reports to communicate reasons for variances and recommendations for improved performance
• Responsible for long term Site Strategy and Management across ops
• Responsible for staffing analytics across ops to assist BU’s to improve efficiencies
• Using accumulated data and identified trends along with targeted KPI’s the team will forecast monthly workloads and develop long term staffing plans with corresponding budgets and work with BU’s leads for adoption of said staffing and budget forecasts. These staffing plans will provide guidance for all BU’s for all hiring on and near shore.
• In collaboration with BU leads, focus on Improving the service level the team provides to our end users, which includes maximizing operational efficiencies, strengthening incident management, problem management and knowledge sharing practices.
• Drives continued cost reductions and efficiencies across the portfolios supported by means of Root Cause Analysis reviews, Knowledge management, Performance tuning, and user training
• Assures adherence to all support process and tool standards and work with Management to create new and/or enhance processes to ensure consistency and quality in “best practices” across the overall support program
• Leverage CardWorks or industry workforce management solutions to improve processes
• Responsible for understanding historic contact volumes and influencing events that impact demand and supply
• Partner with appropriate department to build and improve analytics that measure demand/supply trends and performance
• Works closely with various departments to stay informed about pending or current activities that may change the current volume trends
• Leverage working group and leadership forums with to drive awareness and engagement against key results
• Gather feedback from business and leverage to influence change
• Analyze current processes and proactively recommend changes to increase efficiencies
• Develops strong working relationships within the organization to ensure efficient and effective problem solving and issue resolution
• Prepare presentations to support recommended changes, enhancements & accomplishments
• Workforce Optimization Lead may have direct report such as Staffing and speech analytics, and BCP.

Education and Experience:

• 10+ years of experience working in a large contact center or similar environment is required
• Management experience
• Capacity Planning/Forecasting exposure a plus
• Strong skills in Microsoft Office products (Excel, Work, Powerpoint etc)
• Strong communication and presentation skills, leading with analytics
• 5+ years of experience using Apsect eWFM, Avaya CMS or equivalent WFM Scheduling tools
• College degree or similar work experience required

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Summary of Qualifications:

• Advanced knowledge of Call Center Operations
• Strength in quantitative analysis, critical and strategic thinking, problem solving and innovation
• Comfortable with ever-changing business environment and changing job priorities
• Highly detail oriented, ability to work on multiple projects/tasks simultaneously, manage time and prioritize tasks to complete a project
• Must be flexible with work schedule to accommodate business needs
• Excellent driven for results leadership style

If this position is based in our Woodbury, Long Island office or Virtual, please note that ALL the work for this position must be performed outside of the five Boroughs of New York City.

We are an equal opportunity employer, and we evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status or any other legally protected characteristic. We will conduct a thorough background check for all hires in compliance with applicable law which includes (but may not be limited to) a review of factors including the applicant’s personal credit history, drug testing, and employment/personal references.

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