Summary of the Director of Workforce Management role:
This position will be part of the customer service leadership team responsible for the efficient management of SMS Assist’s work orders, calls, and emails in their client operations. SMS Assist has over 500 Operations Specialists answering calls and managing work orders. The Director of Workforce Management will need to ensure SMS Assist has the proper amount of staff to efficiently manage our call and work order volume. Success will be measured in consistently meeting call and work order service levels and strong utilization of the workforce. This will be a key strategic position driving the company initiative to complete every work order better, faster and simpler.
This is a full-time exempt position managing direct reports. This position will report to the Senior Vice President of Customer Service and the schedule for this position is Monday- Friday 8:00 AM-5:00 PM.
Responsibilities of the Director of Workforce Management:
Competencies of the Director of Workforce Management:
Qualifications of the Director of Workforce Management:
Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities, and schedule may change at any time with or without notice.
SMS Assist is an Equal Opportunity Employer (EOE) that welcomes and encourages all applicants to apply regardless of age, race, color, religion, sex, sexual orientation, gender identify and/or expression, national origin, disability, veteran status, marital or parental status, ancestry, citizenship status, pregnancy or other reasons prohibited by law.