Project Administrator-Workforce Optimization

Company: LabCorp
Location: Burlington
Posted on: January 12, 2021

Job Description:

Job DescriptionResponsibilities: * Leads WFO solution deployment teams within various functions of the business. * Responsible for driving Workforce Optimization (WFO) change management into the Organization. * Serves as part of the organization's own internal WFO Consulting Team. * Supports the business as part of a centralized unit for administration and overall management of Workforce Optimization. * Responsible for helping development, maintain, and deliver end-user training for all users. Application Administration of WFO solution and overall product Subject Matter Expert for organization. * Addresses Enterprise WFO questions and bringing them to resolution through the proper channels. * Monitors WFO performance, daily data integration and validity of data output. * Assists with ongoing data integration as new areas are on-boarded to the WFO deployment. * Manages perceptions of and expectations towards resolving data discrepancies. * Assists with creating forecasted volumes to be leveraged for capacity planning and scheduling. * Assists with creating schedules for organization based upon forecasted volumes. * Ensure accuracy of all reports and scorecards run for the organization in WFO system (Verint). Create ad hoc reports as needed for WFO Team and Business. Work with the business areas to define current processes and partner with the business to identify opportunities for improvement. Provide leading practice guidance with regard to the Verint Applications and Enterprise (Contact Center, Back Office) industry practices. This includes organizing discovery meetings, facilitating discussion around business requirements and conducting operational assessments. * Lead and manage WFO deployment and improvement projects as assigned. * Direct strategic projects and activities. * Responsible for working closely with business owners to acheive project objectives and goals. * Facilitate daily, weekly, monthly, quarterly and annual meetings with WFO teams. Coordinate and execute any corrective actions. * Make regular reports to management on improvement progress, barriers and issues. * Ensure appropriate identification to root causes through effective use of data analysis tools and techniques. * Continue to work with the appropriate resources to enable the decision making process by providing meaningful reporting. Act as an advisor and consultant to the business as it relates to WFO. * Prepare and present findings/proposals to senior leadership with recommendations, including cost benefit analysis, risk mitigation and action plans. * Provide Project Management guidance and assistance directly to management on a broad range of business issues of a complex nature. * Must work with significant autonomy and require only casual supervision. * Make recommendations to management and may initiate implementation of new protocols, methodologies or processes. * Review and assess various courses of action to provide an improved basis for management decisions. * Serve as subject matter expert to help with WFO adoption. * Travel required 25-50% as necessary to help with WFO adoption and support.SDL2017

Keywords: LabCorp, Burlington , Project Administrator-Workforce Optimization, Other , Burlington, North Carolina