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| Team Lead, Workforce Optimization |
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| Company: |
<< Confidential >> |
| Category: |
Information Technology |
| Employment type: |
Full Time/Permanent |
| Salary: |
Unspecified |
| Degree: |
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| Experience: |
Unspecified |
| Location: |
Texas - USA |
| Post Date: |
02/02/2010 |
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| Skills: |
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| Job description: |
Team Lead, Workforce Optimization
Research In Motion (RIM)
Location: Irving, Texas
**Please apply directly to cataylor@rim.com **
Research In Motion Limitedฎ (RIM)ฎ is a world leader in the mobile communications market and has a history of developing breakthrough wireless solutions. RIM's portfolio of award-winning products, services and embedded technologies is used by thousands of organizations around the world and includes the BlackBerryฎ wireless platform, the RIM Wireless Handheld product line, software development tools and software/hardware licensing agreements. RIM is seeking driven individuals who can take our wireless data products to the next level in the global wireless market. Are you ready to make a difference in the world of mobile communications with RIM?
POSITION SUMMARY
The Team Leader, Workforce Optimization will lead the forecasting and scheduling team within the Workforce Optimization team and will report into the Manager of WFO. This is a hands-on position and the individual will be responsible for working with business services and new product readiness to create capacity plans with accountability level to ensure customers and employees needs are met for all lines of business under the BlackBerry Technical Support centre. This team will be utilizing Aspect eWFM application and self-developed excel based tools, as well as be expected to develop and maintain all scheduling processes. Additionally, the team acts as an educator to associates and managers on the principles of Workforce management.
The Team Leader, Workforce Optimization will produce long term scheduling options that meets customer and employee needs as well as optimizing staff levels in an efficient manner. This position will also be responsible for working with various other teams on establishing demand plans and budget impacts and will have key accountability for these areas. The successful candidate will have a positive attitude, a passion for exceptional customer service, attention to detail, practical problem solving abilities, analytical skills, and the ability to work under pressure. The successful candidate will also be an exceptional communicator and have excellent presentation and organizational skills.
RESPONSIBILITIES:
The successful candidate's responsibilities will include:
Responsible for leading the forecasting and scheduling team
Responsible for both the strategic and tactical workforce administration planning
Manage a small team of individual contributors that focus on capacity planning, root cause analysis and process improvement
Train and develop team on forecasting and capacity planning
Develop and analyze scheduling scenarios, while identifying trends for the purpose of making recommendations for improved staffing and scheduling
Propose new and innovative ways to improve customer satisfaction, reduce operating costs, and increase employee satisfaction around their work times
Compile, analyze, and present data and statistical information to suggest ways of improving business strategy and performance
Utilize Aspect eWFM to optimize staffing levels internal to RIM and at partner sites to ensure efficient use of all staffing
Work with Business Planning to determine demand plans and coordinate changes that will affect staffing or schedules
Develop and communicate with management on workforce adjustments and communication procedures
Provide analysis of key performance criteria including service level, handle times, absenteeism, and schedule adherence, while identifying the root cause of performance gaps
Develop predictive models to make FTE staffing recommendations within hours of operation and make recommendations for future classes
Act as a subject matter expert as it relates to their respective projects on KPI's, scheduling, forecasting, and their projects' workforce models
ESSENTIAL SKILLS AND QUALIFICATIONS
Minimum of 3-5 years of leadership experience leading a specialized team
B.A./B.S. Degree in Business or equivalent experience
Minimum of 5-8 years experience forecasting and creating scheduling scenarios
Expert working knowledge of Aspect 7.1
Excellent presentation skills in communicating to various levels of management the benefits of Workforce Optimizations and associated improvements in costs
Expert working knowledge of "what if" scenarios
Advanced workforce optimization experience for large multi-site technical support centers
Sound ability to create business cases, and measures to define success
Ability to identify, optimize and improve scheduling to better match the needs of our customer (arrival patterns) while managing scheduling constraints
Familiar with building creative schedules for all full time employees with unique schedule options to meet both business and employee needs
Strong interpersonal skills to build and foster partnerships with internal teams
Driven to continual improvement of processes and working environment
Excellent communication skills both written and spoken
Strong analytical skills
Exceptional organization skills with a proven ability to multitask
Passion for exceptional customer service
ADDITIONAL ASSETS
Experience working with a globally diverse team
Ability to influence indirect reports
Project management experience
If you're driven to take wireless technologies to the next level, it's time you join the team at RIM. We offer a challenging environment that fosters creativity and rewards excellence. Employees also have use of our award winning BlackBerry!
ฉ 2009 Research In Motion Limited. All Rights Reserved. The BlackBerry and RIM families of related marks, images and symbols are the exclusive properties of Research In Motion Limited. RIM, BlackBerry, "Always On, Always Connected" and the "envelope in motion" symbol are registered with the U.S. Patent and Trademark Office and may be pending or registered in other countries.
Research In Motion is an Equal Opportunity Employer.
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