Process Design Consultant I – Employee Relations (ER) Operations and Workforce Management

Job Description:

The Process Design Consultant will manage operations initiatives including but not limited to workforce scheduling, analytics, queue management and process documentation needs across ER. The individual in this role will partner with leaders and teammates to effectively support, analyze, implement, and update procedures, processes, and controls by utilizing sound process improvement models and techniques.

Key Responsibilities:

The Process Design Consultant must be a demonstrated self-starter with an excellent track record of success in their current environment. The Process Design Consultant I must also be a strong, decisive, results-oriented, and detail-oriented professional who can develop and manage relationships across the business with a wide variety of partners based on trust, teamwork, and knowledge. This role will:

• Create, analyze, and own ER queue scheduling monthly utilizing the NICE IEX Workforce Management tool ensuring sufficient staff is available to assist clients during hours of operation
• Analyze team capacity and forecast scheduling needs based on current and historical data ensuring a fair/consistent approach across both sites
• Manage/Monitor phone queue performance real time and escalate volume/capacity concerns to leadership when appropriate
• Monitor workforce mailbox and respond to/approve schedule adjustments and time off requests, checking the ER voicemail box and advising leadership of call outs; assess staffing levels daily, monitoring attendance and schedule adherence
• Summarize queue performance measured against established thresholds and targets, triggers, or limits as applicable
• Provide weekly/monthly real time and historical reports to executive leadership containing call volume data
• Provide data for ongoing routines to monitor time off balances, process performance metrics, and escalate out of tolerance performance as appropriate
• Manage and route ER case assignments coming from various escalation channels including creating shell cases in the ER case management system
• Partner with Workforce analytics to conduct analysis to support a wide range of business decisions and processes
• Act as back-up for all System Point of Contact (SPOC) related duties/functions providing systems access and tech support as needed
• Learn the ins-outs of systems utilized by the team and become the subject matter expert and first point of contact for troubleshooting
• Work closely with ER Training partner to schedule peer coach sessions, recommend training updates, etc.
• Document processes/procedures and maintain/update existing Standard Operating Procedure or Knowledge Database content as needed
• Design and recommend strategic process and control enhancements to help reduce risk and create efficiencies
• Light administration – scheduling meetings, space planning, SharePoint updates, etc.
• Manage projects as assigned by leadership

Required Skills:

• 2+ years’ experience in a business control focused environment, i.e., Process Design/Analytics, Workforce Management/Call Center Operations, etc.
• Proven project management/participation skills; detail oriented
• Experience working as part of a structured project team with tight timelines and deliverables
• Ability to synthesize information into a compelling story and present findings in a concise manner for senior level executives
• Proven ability to build partnerships, address issues with creative solutions and to deliver results
• Ability to prioritize and handle multiple tasks/stakeholders; highly organized with ability to drive many competing priorities and multiple tasks concurrently
• Strong analytical skills – experience gathering, organizing, analyzing, and presenting large amounts of data. Strong attention to detail and data accuracy, inclusive of documentation and reporting
• Must have strong communication skills both oral (i.e., telephone, telepresence meetings, etc.) and written (i.e., e-mail, presentations, etc.), including the ability to explain results at a level that resonates across many different audiences within a virtual environment.
• Client service oriented
• Ability to think at the enterprise level
• Must be resourceful, demonstrate exceptional organizational skills, and be able to work both independently, as well as within a team environment. 
• Manage a range of tasks and prioritize responsibilities, and meet deadlines
• Ability to handle pressure. Work effectively in a fast-pace situation, as well as to adapt to rapid changes in information, process, direction, or immediate workflow.
• Proficient with Microsoft products (Outlook, Excel, Power Point, Word), especially Excel (basic formulas and vlookups)
• Personal desire to learn and develop; sees coaching as an opportunity vs. a criticism

Desired Skills:

• Strong preference for individuals with previous workforce management experience
• Strong process design and process documentation skills
• Familiarity with case management systems - Integrated Case Management, Salesforce, etc.
• Experience with internal controls, experience testing or monitoring tools, process, or procedures
• In-depth knowledge of HR products and services
• Experience writing and developing Standard Operating Procedures
• Visio and SharePoint experience
• Experience developing and successfully implementing new processes and practices with a commitment to strive for simplicity and transparency
• Familiar with Avaya, CMS Supervisor, NICE IEX Workforce Management, ARM (Access Request Management) technology

Enterprise Role overview

Engages with business partners to analyze, implement, and update processes by utilizing sound process improvement models and techniques. Manages design or redesign of processes or projects using six sigma methodologies. Integrates best practices with process design to ensure continuous process improvement. Builds action plans and drives execution. Applies business redesign concepts, practices and DFSS tools. May manage teams to achieve process or project objectives. Processes are within a product or service delivery within a single business unit or department and are typically directed toward improving a single business, product, or function. May be Green Belt or Black Belt certified.

Shift:

1st shift (United States of America)

Hours Per Week: 

40