Director Workforce Transformation (Contact Call Centers)

The Director, Workforce Transformation is responsible for leading key contact center workforce management transformation initiatives as applicable across multiple lines of business or countries. This leader will be responsible for evolving our capabilities within the organization, developing strategies that align with the overall business goals, and guiding the team to derive actionable insights from complex data sets. This role will have a strong background in communication, change management, and operational support, driving initiatives that enhance efficiency, employee engagement, and customer satisfaction.

What will be my duties and responsibilities in this job?

Leadership & Strategy

• Partner with Workforce Strategy and Planning AVPs to develop and implement a comprehensive workforce transformation strategy to better support the contact center.

• Provide visionary leadership and direction to align workforce initiatives with organizational goals.

• Collaborate with executive leadership to identify and prioritize transformation opportunities.

• Support the Workforce Strategy and Planning AVPs as needed

Communication

• Foster open and transparent communication across all levels of the contact center operations.

• Develop communication plans to ensure all stakeholders are informed and engaged throughout transformation initiatives.

• Act as a liaison between the workforce management and senior leadership, ensuring feedback and suggestions are incorporated into strategic decisions.

Change Management

• Lead change management efforts to ensure smooth transitions during the implementation of new processes and technologies.

• Develop and execute change management plans, including training, support, and communication strategies.

• Monitor and evaluate the effectiveness of change management initiatives, adjusting as necessary to achieve desired outcomes.

Operational Support

• Support contact center operations by identifying and addressing workforce-related challenges and opportunities.

• Implement best practices and innovative solutions to enhance operational efficiency and employee performance.

• Ensure the contact center workforce is equipped with the necessary tools, resources, and training to excel in their roles.

What are the requirements needed for this position?

• Bachelor's degree in Business Administration, Human Resources, or a related field

• 8+ years of experience in contact center management, workforce management, forecasting, operational transformation, or a related field.

• Proven track record of successful change management and communication initiatives.

• Strong leadership and interpersonal skills with the ability to inspire and motivate teams.

• Exceptional problem-solving and analytical abilities.

• Excellent written and verbal communication skills.

• Proficiency in workforce management software and contact center technologies.

What other skill or experience would be useful in this role? 

• Master’s Degree preferred

• A solid understanding of call center best practices, terminology and functions, including IVR and call routing.

• Previous experience with contact center applications (i.e., Aspect eWFM, Blue Pumpkin, Nice IEX, eGain, Cisco).

• Previous experience as a call center forecaster and/or call center scheduler.

• Basic knowledge of Mathematical Statistics.

• Previous experience with data modeling.

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Pay Range:

$119,000.00 - $196,100.00

Any posted pay range considers a wide range of compensation factors, including candidate background, experience and work location, while also allowing for salary growth within the position.

Expected application deadline is

01/28/2025

If date is blank then this is a pipeline requisition, and we will continue to collect applications on an ongoing basis.

Helping People Thrive in a Connected World
Connect with us. Bring us your best work and your brightest ideas. And we’ll bring you a place where you can thrive. Learn more at jobs.assurant.com.

For U.S. benefit information, visit myassurantbenefits.com. For benefit information outside the U.S., please speak with your recruiter.

What’s the culture like at Assurant?
Our unique culture is a big reason why talented people choose Assurant. Named a Best/Great Place to Work in 13 countries and awarded the Fortune America’s Most Innovative Companies recognition in 2023, we bring together top talent around the world. Although we have a wide variety of skills and experiences, we share common characteristics that are uniquely Assurant. A passion for service. An ability to innovate in practical ways. And a willingness to take chances. We call our culture The Assurant Way.

Company Overview
Assurant is a leading global business services company that supports, protects, and connects major consumer purchases. A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world’s leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products, and other specialty products.

Equal Opportunity Statement
Assurant is an Equal Employment Opportunity employer and does not use or consider race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by federal, state, or local law in employment decisions.