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Director of Workforce Management

Company: The Mark Travel Corporation
Location: Melville
Posted on: June 12, 2021

Job Description:

Inspire and deliver exceptional value to travelers around the globe as part of the Apple Leisure Group (ALG) team! Our vision is to be the best-in-class and largest all-inclusive resort management and travel services provider, differentiated by the collaboration of our unique resort and distribution brands.

Grow your career Director of Workforce Management with Apple Leisure Group. In this role you will define the Global WFM strategy across main functions (Forecasting, Scheduling, Real-time Operations and Technology).

A successful Director of Workforce Management will:

  • Engage with the broader Sales & Service organization to drive a continuous optimization approach across WFM processes
  • Analyze real-time and historical contact center performance to identify opportunities to improve performance
  • Identify and manage communication of real-time volume drivers and outages that impact performance and forecasting trends
  • Engage with the broader contact center organization to provide consultation and advice on special projects that impact the workforce
  • Command a strong senior presence and build a team of high-performing WFM experts
  • You will develop & lead a team of workforce experts responsible for:
  • Forecasting expected contact totals across multiple lines of business and communication channels.
  • Scheduling employees at the optimal time compared to forecasted headcount requirements, communicating to employees and coordinating with management on fulfilling their needs
  • Managing the day to day operations of the contact center organization, adjusting resources as necessary to ensure a consistently smooth customer experience
  • Proactive identification, escalation and resolution of call volume interruptions and system outages that impact contact center performance
  • Collection and reconciliation of time & attendance data to support payroll function

Requirements:

  • This position is open to all locations and to remote work.
  • Bachelor's degree in a quantitative field (engineering, finance, economics, math, statistics) or a degree in a related field (Business).
  • 10+ years work experience or 4+ years post MBA experience preferred
  • 3+ years leading a Global WFM organization
  • Experience managing WFM with internal and external (BPO) contact center resources
  • Advanced experience building and analyzing models using various statistical tools for forecasting and scheduling optimization
  • Extensive knowledge of call center technology (ACD, IVR, WFM)
  • Advanced knowledge of Excel, strong verbal and presentation skills and the ability to motivate and inspire large groups of people
  • Proven experience and passion for working across functions and with c-level leaders, synthesizing multiple points of view and owning a coherent action plan, all while negotiating and influencing others
  • Travel required as needed.

About Apple Leisure Group

Apple Leisure Group (ALG) is the leading North American travel, hospitality and leisure management group with the only vertically-integrated business model, serving travelers and destinations worldwide. ALG consistently delivers exceptional value to travelers and strong performance to resort owners and partners by strategically leveraging the power of its portfolio of brands across five segments, comprising: the largest seller of vacation packages and charter flights in the U.S. for travel to Mexico and the Caribbean, moving approximately 3.2 million passengers annually through well-established vacation brands, brand management of 5-star and 4-star luxury resorts through AMResorts award-winning brand portfolio; best-in-class destination management services provided by Amstar DMC and Worldstar, the exclusive loyalty program Unlimited Vacation Club; and the innovative technology solutions provider Trisept Solutions, connecting over 88,000 travel agents with leading travel suppliers. To learn more about the Apple Leisure Group advantage, visit appleleisuregroup.com.

Benefits at a Glance

We offer competitive salaries and a comprehensive benefit package to our U.S. based employees:

  • Medical, Dental and Vision Insurance
  • Basic Life Insurance
  • Short & Long Term Disability
  • Paid Parental Leave
  • Corporate Wellness Program
  • Travel Discounts & Deals
  • Paid Time Off & Holidays
  • 401(k) Plan with Company Match

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free and tobacco-free workplace and perform pre-employment background checks.

Keywords: The Mark Travel Corporation, New Haven , Director of Workforce Management, Other , Melville, Connecticut

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