Workforce Planner

Department: Sales          

Location: Lexington

Summary:  Primary responsibilities for this role will support Galls Call Center strategy by analyzing and improving contact center performance. The incumbent will source and mine data for analysis and reporting fulfilling on the strategic vision of continuous improvement and real-time scorecards. Incumbent will work closely with key leaders across all operational business units to support their objectives, identify improvement opportunities, and improve KPI performance.

What We Offer

• • Excellent medical/dental and vision coverage— Eligible 1^st day of the month after start date
  • 401(k) retirement plan with company contribution (because you will retire someday)
  • Flexible benefits—choose what you like, ignore the rest
  • Generous employee discount
  • Vacation and Personal Time
  • Paid Holidays
  • Tuition reimbursement
  Daily Pay- Receive up to 50% of wages for hours worked DAILY!!! 

Essential Duties and Responsibilities:

• Creation and ongoing maintenance of dashboards, reports, and telephony platform.
• Develop a plan for adaptation within the business that aligns with business strategy of all stakeholders.
• Create and deliver compelling business presentations, from data analysis to key stake holders and leadership.
• Conduct root cause analysis of interaction data identifying trends/patterns and recommend solution(s) for improvement.
• Stay relevant with software enhancements, and research available technology to contribute to the overall business strategy.
• Autonomously identifies business risks/opportunities and provides strategic/tactical recommendations using data-driven analysis.
• Provide support to the business by performing ad-hoc analysis, reporting, and Partner with internal affiliates to further business understanding.
• Lead continuous improvement initiatives to ensure the contact centers meet financial goals and KPI objectives.
• Find creative solutions to complex problems through data management and analytics.
• Provide written, visual, and oral communications to all levels of leadership.
• Improve processes to optimize performance and value over time.
• Provide insight into areas of opportunity on metrics and / or the efficient use of resources using data.

Qualifications/Requirements:

• Bachelor's Degree with Major Area of Concentration in a related field or relevant work experience.
• Minimum 5 years’ experience in a call center environment and insurance/financial services industries preferred.
• Strong communication skills both verbal and written.
• Knowledge of processes to provide support to dialing activities. This includes customer needs assessments, meeting quality standards for service and evaluation of customer satisfaction.
• Excels at operating in a fast paced, evolving, and diverse environment.
• Experience analyzing, interpreting, and summarizing complex data as it relates to call center technologies.
• Ability to multi-task and manage multiple priorities and commitments concurrently.
• Knowledge and experience with call flow technologies and strategies.
• Demonstrated ability to be persistent, think creatively and critically, and has an inquisitive personality.
• Negotiation skills

Interested candidates should go to: To access go to:  https://workforcenow.adp.com , Log into your account click on Myself = Talent = Career Center to view openings and apply.

Galls is an EEO/AA/Minorities/Female/Disabled/Veterans Employer. If you need accommodation for any part of the employment process because of a medical condition or disability, please call Human Resources at 859-266-7227 with the nature of your accommodation request and include the Galls location and the title of the job opening.

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