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DHL Express, Inc. Workforce Management and Reporting Manager - Tempe, AZ in Tempe, Arizona

We have an immediate opportunity for a Workforce Management and Reporting Manager! The Workforce Management and Reporting Manager is responsible for Customer Service staffing by managing Advisor Capacity and Workload. Responsible of ensuring service continuity meeting all Service Level Agreements including the review of day to day performance, weekly and monthly trend identification, and yearly planning and forecasting. Comply with all relevant Center of Excellence standards. Oversees the creation and production of performance visibility reports in line with business priorities and needs. Key Accountabilities:Ensure all strategies are aligned with the four pillars (motivate people, great service quality, loyal customers and profitable network)Frequent contacts with leaders within DHL. Expert advisor to peers and internal customersCollaborates with management to deliver strategic business resultsDesign, implement and ensure execution of standards for real time management of daily performance for all teamsMaintain an holistic view of the department’s performance and provide recommendations to all areas in Customer Service to ensure the best overall efficiencyProduces standard and ad-hoc reports of center’s performance as requestedWork closely with Customer Service Management to gauge potential risk related to staffing and workload, and design, execute and monitor contingency plans to balance workload between teams ensuring the best overall results for the departmentCollaborate with all Customer Service Management to produce adequate forecasts and support the development of  efficiency improvement initiativesReviews standards for workforce management, and establishes commitments and service level agreements to ensure a consistent executionPartner with Management to provide recommendations on enhancements, cost savings or process improvementsEnsure risks are mitigated and that expectations are realized in a time and cost conscience matterIdentify and document opportunities for process improvement, assume ownership for securing approval and implementationIdentify and promote opportunities to reduce cost; telephony, personnel, transition work to lower cost workforceMaintain and update documented work procedures and instructions ensuring that they are updated and accurate as per current practiceDevelop a culture within the team focused on delivering consistent results, without compromising respectResponsible for coaching, development, performance management and trainingSkills/Qualifications:2

– 5 years of leadership experience in a related capacity, preferably with hands-on experience

in workforce management systems in a contact centre environmentExperience of the Air Express Industry and

Experience in Customer Service (preferable)Typically requires a BS/BA or equivalent certification in enterprise software applications used in planning telephony administration Presentation

skills (proficient)Customer-facing

and interaction skills (Highly proficient)Software

skills (Word, Excel, PowerPoint, etc.) (Highly proficient)Software

skills (DHL Systems) (Highly proficient)Communication

skills, spoken and written (Highly proficient)Negotiation

and interpersonal skills (proficient)Analytical,

organizational and motivational skills (Highly proficient)Project

Management skills (proficient)All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, protected veteran status, or on the basis of disability 

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