GM Financial Workforce Optimization Support Manager in Arlington, Texas

The Workforce Optimization Support Manager is responsible for leading the daily operations of the Workforce Optimization Team and providing the highest level of technical support to GM Financial business units, specifically in the area of voice and screen recording, scorecards, speech analytics, transcription workforce management and desktop analytics. The Workforce Optimization Support Manager requires a high degree of technical expertise for performing advanced maintenance, support and development on WFO systems, as well as leadership skills to support direct reports. This position provides input into development of business strategies with our business partners. This team member works in conjunction with other IT teams, business units, and vendors during design, installation, relocation, modification, troubleshooting, repair and upgrades of WFO system and applications. The Workforce Optimization Support Manager provides direction and guidance to direct reports, and input to performance evaluations. This position has high-level contact with company executives, internal departments, outside vendors and customers.

JOB DUTIES:

  • Lead daily operations of Workforce Optimization team such as coordinating on-call schedules, work flow responsibilities, assigning technical tasks, and overseeing project tasks

  • Attend and facilitate meetings

  • Develop and maintain relationships with business and IT customers

  • Supervise coordination of vendors regarding maintenance, modification, installation, or relocation of systems and applications

  • Lead the implementation of repairs and configuration changes to WFO systems and applications

  • Provide guidance to Workforce Optimization staff regarding troubleshooting, maintenance, modification, installation, or relocation of systems and applications

  • In conjunction with other IT teams, business units, management personnel, and vendors, design, develop, and deploy WFO systems and applications, to support business requirements

  • Provide Tier 3+ support and problem resolution, relocation and installation of equipment, communications facilities management, statistical reporting and any other issues pertaining to call center technology as they arise

  • Maintain accurate records of all system components, application processes, and carrier network facilities

  • Prepare, evaluate and distribute technical, system and performance reports as required

  • Research, evaluate, and recommend options in services, products, systems, and

  • emerging technologies as needed

  • Adhere to, and promote compliance to all GMF security policies and procedures

  • Report to work as scheduled

  • Promote a cooperative and productive work environment

OTHER IMPORTANT DUTIES:

  • Provide input for performance evaluations

  • Perform other duties as assigned/required

REPORTING RELATIONSHIP:

Reports to: AVP Application Integration

Direct Reports: Yes

Knowledge

  • Technical training certification on Verint WFO systems preferred

  • Advanced technical proficiency in voice/screen recording, workforce management, transcription and analytics driven systems and applications, configuration of hardware as well as maintenance, modification and installation of equipment

  • Strong working comprehension of other IT systems such as server configurations and operating systems - both Windows and Linux, VM environments, Windows desktop operating systems, SQL and/or Sybase databases, Avaya Communication Manager and IVR systems, and telco facilities protocols

  • Strong knowledge of IT security practices

  • Strong working comprehension of various business strategies as they relate to WFO and other communications systems

Skills

  • Strong supervisory skills

  • Strong verbal and written communication skills

  • Strong interpersonal skills

  • Strong analytical and organization skills

  • Advanced project management skills

  • Ability to make sound decisions and exercise good judgment under pressure

  • Must provide expedient response time and effective problem resolution to internal/external customers

Experience

  • Minimum 7 years advanced communications systems administration and design, with specific experience in Workforce Management Systems

  • College preferred

WORK CONDITION:

On-call work is required. Night, weekend, and shift work is required. Travel is required to support business expansion and infrastructure upgrades, and training. Must be capable of lifting and installing equipment as required. Must be able to deal with stressful office situations while troubleshooting problems.

Requisition ID: 2017-29827

External Company URL: www.gmfinancial.com