Job Description

*Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Job Type: Full-time, In-Office 7820 Innovation Blvd Indianapolis, IN 46278, Suite 200

Benefits: 401k, PTO, and benefits (health, vision, dental, short/long term disability, and more) eligibility within one month of start date, and paid company holidays, relocation assistance to the Indianapolis, Indiana area

POSITION OBJECTIVE

Come join the 3x J.D. Power certified program recognized for providing an "An Outstanding Customer Service Experience" for Phone support*!

As a Workforce Management Manager, you will solve complex challenges and lead the Delta Faucet Company program through critical transformations. At the most elementary level, you will partner with the client to ensure they win and succeed. This role has an incredible opportunity to leave a positive impact within the program and Insite individuals.

As a member of one of our Engagement Centers, you will solve complex workforce problems by completing a variety of data analytics, mapping processes, finding root cause(s), comparing benchmarks, creating analytical models, selecting solutions, and assisting with implementation. You will do this independently and in a team environment. When unsure about a topic, you will research intelligence through a variety of resources to achieve expert-level competency.

CRITICAL SUCCESS BEHAVIORS 

• Be curious and creative with data, the process, and the business of operations to learn, discover new insights, and contribute
• Immerse yourself with clients to analyze how their business transacts and could be improved for tomorrow
• Dig in and analyze data and processes using critical thinking to recommend improvements for the client and define a clear path for improvement with return-on-investment calculations
• Partner with your teammates on projects while lending your expertise to achieve client objectives within project timelines and on budget
• Create customized, engaging, and insightful content for clients
• Confidently communicate ideas, insights, and best practice to our clients at every level
• Participate in or lead workshops, readouts, and status updates using techniques to seek input, navigate audience dynamics, and gain commitments
• Be conscious of time management to achieve engagement timeline, find more efficient ways to complete tasks, and ask for help when needed
• Create and present materials and facilitate meetings with clients while demonstrating the ability to jump between multiple projects
  

QUALIFICATIONS

The ideal candidate would typically have:

• Experience and/or qualified in Lean/Six Sigma or other process improvement methodologies
• Strong understanding and utilization of workforce technologies and platforms
  

The ideal candidate must possess:

• Availability to work Monday - Friday 8 am – 6 pm EST and Saturday 9 am -6 pm
  
• Workforce management experience within a Business Process Outsourcer (BPO)
• Proficiency analyzing and actioning on forecasts, capacity planning, Service Level vs. Budget, etc.
• Strong analytical and communication skills
• Strong Microsoft Office product proficiency (PowerPoint and Excel: experience using pivot tables, formulas, etc.)
• Expert knowledge in root cause analysis, current industry trends, and process improvement recommendations for various departments and industries
  

Equal Opportunity Employer M/F/D/V

Learn more about our amazing partner, Delta Faucet Company, at About Delta Faucet Company

*J.D. Power 2024 Certified Customer Service ProgramSM recognition is based on successful completion of an evaluation and exceeding a customer satisfaction benchmark through a survey of recent servicing interactions. For more information, visit jdpower.com/awards.

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