Nelnet

Workforce Management Manager

US-NE-Lincoln - Telegraph 401
3 months ago
Job ID
2017-5270
# of Openings
1
Category
Other

Overview

Develop and lead associates in a functional division as well as core processes.  Responsible for the organization and planning of staff across various operational areas.  Actively participate as a leadership member contributing to the growth of Nelnet.

Responsibilities

  1. Support Nelnet’s vision, core values and mission.
  2. Ensure associate, customer, business, and financial performance targets are established and met.
  3. Champion customer-focus and performance improvement by broadcasting results, accomplishments, and success stories.
  4. Improve Nelnet’s performance by capitalizing on opportunities to reduce cost and rework while improving customer service and engagement.
  5. Active and effective collaboration and relationship development with business leaders within and outside Nelnet and Affiliate companies to achieve desired business results.
  6. Coordinate staff activities to meet production goal. Forecast and adjust staffing to ensure goals are met.
  7. Lead a team to develop and implement strategic models aimed and predicting future staffing needs while managing other key metrics related to customer experience and profitability.
  8. Prepare & present periodic and management reports.
  9. Ensure appropriate levels of Quality Controls are impacted for all processes.
  10. Will be responsible for any new projects and/or revenue opportunities as relevant to the organizations and teams supported.
  11. Lead a distributed work force and achieve departmental goals while meeting deadlines.
  12. Monitor the budget.
  13. Write/deliver performance evaluations and corrective action plans.
  14. Foster an innovative environment.
  15. Ensure compliance with federal and guarantor regulations.

Qualifications

EDUCATION:

Bachelor’s degree or commensurate experience

 

EXPERIENCE:

  1. 7+ years of call center management/supervisory or commensurate experience. 
  2. 4+ years of financial budgetary responsibility
  3. 4+ years of workforce management experience
  4. 2+ years of experience with process improvement and/or quality improvement initiatives
  5. Student loan experience and project management experience preferred.

 

COMPETENCIES – SKILLS/KNOWLEDGE/ABILITIES:

  1. Customer focused
  2. Excellent analytical, leadership, and problem solving skills
  3. Strong communication, presentation, and negotiation skills
  4. Ability to manage and meet client expectations in a professional and timely manner, while managing conflicting E- priorities to meet deadlines
  5. Ability to manage a diverse, distributed workforce
  6. Microsoft Office Suite or similar software product expertise required
  7. Oral communications
  8. Written communications
  9. Service Excellence
  10. Working with MS Office
  11. Decision Making and Critical Thinking
  12. Interpersonal Relationships
  13. Leadership
  14. Project Management
  15. Team Management and Team Building
  16. Planning: Tactical, Strategic
  17. Managing Workforce Diversity
  18. Budgeting
  19. Problem Solving

EEO Statement

Nelnet is an Equal Opportunity Employer, complies with Executive Order 11246, and takes affirmative action to ensure that qualified applicants are employed, and that employees are treated during employment, without regard to race, color, religion/creed, national origin, gender, or sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by Federal or State law or local ordinance. Qualified individuals with disabilities who require reasonable accommodations in order to apply or compete for positions at Nelnet may request such accommodations by contacting Nelnet Talent Acquisition & Recruiting.

Nelnet is a Drug Free and Tobacco Free Workplace.

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