Manager, Workforce Management in Mount Laurel, NJ at ARI

Date Posted: 7/11/2018

Job Snapshot

Job Description

Job Posting - External

Who we are?

ARI, part of the Holman Automotive Group and headquartered in Mt. Laurel, N.J., is a billion-dollar global vehicle fleet leasing and management company that prides itself on providing exceptional service.

Recognized five years in a row as one of the “100 Best Companies to Work For” by Fortune magazine, ARI’s clients include many of the most recognizable brands across the globe, with business-critical fleet assets that support their continued success.

What you will do?

People Management

  • Recruit, coach, mentor and develop staff
  • Monitor staff activity

Scheduling

  • Determine daily staffing requirements, call volume trends and forecast future requirements to efficiently staff the department
  • Monitor and execute effective use of overtime to balance service level and staffing
  • Adapt area/departmental plans and priorities to address business and operational challenges

Reporting

  • Develop and provide operational dashboards that support call center operational team members

Relationship Building / Collaboration

  • Interact and work with employees at all levels in the organization including business units and executive management
  • Effectively manage relationships between call center and other departments
  • Consult with trainers to update team member skills while in training and while on the job
  • Liaise with IT on all system issues

Education and/or Training:

  • Four year college degree or demonstrated equivalent experience as determined by department management
  • SWPP certified in workforce management or other industry related certification
  • Aspect/EWFM trained

Qualifications

  • 5 to 7 years of experience leading a work-force management department
  • Familiarity with standard concepts, practices, and procedures within the Workforce Management field

The person we are looking for:

  • Ability to develop and execute a workforce management strategy to optimize ARI’s cost to serve
  • Influence or provide input to forecasting and planning resources; requires the management of budgets in excess of $22,000,000
  • Strong project management skills
  • Ability to organize and prioritize tasks and make appropriate decisions
  • Strong verbal and written communication skills and presentation skills
  • Ability to explain complex concepts to non-specialists
  • Brings strong problem solving skills, analytical skills and financial acumen

What we offer:

ARI is a dynamic global organization with revenues exceeding $1 billion and 2,800 employees in offices throughout the U.S., Canada, Mexico, Puerto Rico and Europe. We seek to foster a collaborative environment where employees are encouraged to grow, learn and develop professionally. We don’t just want to offer you a job; our goal is to be a company where an individual can build a satisfying and fulfilling career. Benefits include competitive pay, annual bonuses, health, dental and life insurance, wellness discounts and focused health and nutrition programming, 100 percent tuition reimbursement starting from the first day of employment, an award winning in-house learning and development program, ARI University, with more than 160 instructor led workshops and more than 250 available training classes, a generous 401(k) match, paid time off and much more.