Categories: Contact Center Management, Workforce Management, Operations Leadership, Insurance Services

Job Description:

DXC Technology (NYSE: DXC) helps global companies run their mission critical systems and operations while modernizing IT, optimizing data architectures, and ensuring security and scalability across public, private and hybrid clouds. The world’s largest companies and public sector organizations trust DXC to deploy services across the Enterprise Technology Stack to drive new levels of performance, competitiveness, and customer experience. Learn more about how we deliver excellence for our customers and colleagues at DXC.com.

At DXC we use the power of technology to deliver mission critical IT Services that our customers need to modernize operations and drive innovation across their entire IT estate. We provide services across the Enterprise Technology Stack for business process outsourcing, insurance, analytics and engineering, applications, security, cloud, IT outsourcing, and modern workplace.

Our DXC Insurance Services help our customers optimize and transform operations, lower costs, increase agile new channels to growth. Our people, technology and best practices improve and automate highly complex business processes middle and back offices- while facilitating customer experience transformation.

Essential Job Functions:

• Oversees the day-to-day operations of the contact center operations Workforce Management team supporting multiple clients

• Leads a team of workforce support leads and analysts that are responsible for forecasting, planning, scheduling and staffing recommendations working closely with the business leaders for each client

• Maintains forecast and staffing recommendations that are accurate and always current to ensure service level commitments are achievable and aligned with financial forecasts for both existing and prospective clients

• Drives reporting requirements, execution and delivery for BAU run the engine and special projects/analysis- both internal and client facing

• Lead and support contact center technology launches and upgrades representing the business with IT execution support

• Acts as a champion of transformation to support and propel the objectives aligned to each client while reducing expense and complexity within DXC support processes and platforms.

• Approach client interactions with the Listen, Learn and Act philosophy.

Basic Qualifications

• Bachelor's degree or equivalent combination of education and experience

• Bachelor's degree in business management, computer science or related field preferred

• Nine or more years of workforce management experience in contact center operations environments

• Five or more years of leadership, management and supervisory experience overseeing workforce functions in large and complex organizations- preferably in the insurance industry (life and annuities)-

• Demonstrated performance management and process improvement implementation and discipline- will include workplace modernization and incorporation of technology solutions into the continuous improvement process and culture

• Demonstrated relationship leadership and management of client agreements and contracts to include service level requirements, business operating procedures and expectations

• Ability to create compelling and concise business presentations and updates to Sr Leaders- What? So What? and Now What? Etc.

Other Qualifications

• Demonstrated strength in business and analytical skills and creative problem solving and decisiveness in taking action

• Expert/Guru competency in telephony systems, set ups and associated software- (I.E. AWS, inContact/NICE, Genesys, Verint, etc.)

• Expert/Guru competency in Word, Excel and PowerPoint

• Expert/Guru competency in data management concepts (data lake, repositories, storage. retrieval and analysis)

• Demonstrated excellence in communication and interpersonal skills at all levels

• Demonstrated ability to multi-task and work independently and lead effectively in a remote work environment

• Demonstrated effectiveness in inclusion, employee development and satisfaction

• Preferred requirement- Six Sigma/LEAN certification

Work Environment

Office environment- hybrid for the candidates in one of our service offices- domestic US.

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.

If you are an applicant from the United States, Guam, or Puerto Rico

DXC Technology Company (DXC) is an Equal Opportunity employer. All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, pregnancy, veteran status, genetic information, citizenship status, or any other basis prohibited by law. View postings below .

We participate in E-Verify. In addition to the posters already identified, DXC provides access to prospective employees for the Federal Minimum Wage Poster, Federal Polygraph Protection Act Poster as well as any state or locality specific applicant posters. To access the postings in the link below, select your state to view all applicable federal, state and locality postings. Postings are available in English, and in Spanish, where required. View postings below.

Postings Link

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Please note: DXC will respond only to requests for accommodations due to a disability.

Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.