RealPage

Director, Work Force Management

Job Locations US-TX-Richardson
ID
22-14454
Category
Other
Position Type
Full-Time

WHO WE ARE

RealPage is changing the technology real estate industry and our teammates know how to think big and leave their mark. If you want to join a globally progressive and inclusive company devoted to excellence, we are looking for you!


We are the leading global provider of software and data analytics to the real estate industry. We navigate clients toward the right decisions with data and technology insights they can only get from RealPage. Serving our clients is our highest priority and RealPage teammates are our greatest asset.


Come join a team where your work makes an impact every day!

WHAT YOU’LL DO

The Director of Workforce Management is responsible for maintaining and analyzing workforce performance, leads analysis and directs staffing changes for continuous quality and productivity improvement. This is accomplished by optimizing the performance of the Workforce Management (WFM) functions (forecasting, staffing, scheduling, and real time management) of all lines of business and assisted channels across the RealPage network. In addition, you will lead the expansion of capacity planning into other areas of the business such as Implementations and Advisory Services.

PRIMARY RESPONSIBILITIES

  • Work with management to build the vision and structure of Workforce Management including defining roles, functions, standard procedures, KPIs (and acceptable operating ranges).
  • Make strategic product, service, and process improvement recommendations to Senior Team.
  • Provide regular updates to Senior Team on progress, obstacles, and plans.
  • Provide guidance to the WFM team to maximize workforce capabilities and provide a thorough understanding of potential gaps between the organization's needs, Client requirements and the available workforce.
  • Develop processes for both site and program level analysis to ensure reporting integrity as well as prepare audit summaries based on business area review and analysis to record key risks through listing performance metrics, cost and efficiency computations, service and revenue summaries, client satisfaction ratings, and process gap analysis of applicable processes.
  • Provide clear and concise reporting of team, skill, and call center statistics to evaluate effective scheduling and future staffing improvement.
  • Develop and train staff to ensure continued familiarity with statistical concepts, forecasting and scheduling methods, and effective communication.
  • Develop and oversee reporting functions to ensure accuracy and timeliness in meeting internal and external stakeholders’ expectations.
  • Other duties as assigned.

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

  • Demonstrated leadership, managerial and project management ability
  • Excellent interpersonal skills
  • Proven ability to hire, develop, and manage a WFM team
  • Demonstrated verbal and written communication and presentation skills, including how to run meetings and negotiate with internal groups
  • Demonstrated commitment to external and internal customer satisfaction
  • Ability to assess the financial implications of key operational tradeoffs
  • Ability to understand the service, quality, cost, and end-user/client satisfaction implications of operational decisions
  • Highly organized with proven delivery of projects on schedule and within budget
  • Negotiation skills
  • Detailed knowledge of transaction routing and associated software applications
  • Demonstrated problem-solving and analytical skills
  • Proven understanding of workforce management concepts and procedures in a multi-channel environment
  • Excellent Excel and analytical skills
  • Comprehensive understanding of call center metrics
  • Ability to translate business needs to actionable requirements for telephone/interaction routing purposes
  • Thorough knowledge of WFM software (centralized, multichannel, multi-site), Automated Call Distribution (ACD) systems, IVRs and Dialers
  • Preferred experience with Genesys ACD and WFM and NICE WFM
  • 8+ years of experience with a solid understanding of workforce management concepts
  • 5+ years of experience in running a Workforce Management program
  • 5+ years of leadership experience within Operations teams or Senior Management position
  • Bachelor’s Degree in computer science, statistics, mathematics, finance, general business, accounting, or a related field. Equivalent work experience may be substituted for educational requirements.
  • Experience in technology companies desirable
  • Strong business acumen and focus on operational excellence

PREFERRED KNOWLEDGE/SKILLS/ABILITIES

  • Broad knowledge of RealPage business strategies and tactics
  • Able to suggest and develop both long-term business solutions and short-term tactical strategies and plans
  • Able to work with others in a highly collaborative way: listens to others’ input, values outside perspectives that may be different or unique from his/her own expertise, build stakeholder relationships before finalizing plans, continuously seeking feedback
  • Highly innovative and creative in getting work done
  • A proactive, approachable individual able to build relationships from senior leaders, peers, and subordinates, and the ability to develop and nurture relationships with business leaders
    #LI-TP1  #LI-Remote

WHAT WE OFFER

At RealPage, we’re always looking for talented professionals who thrive in a learning work environment that continually supports individual greatness. We foster a culture of innovation and creativity. It is the things you do that bring out the best of you and RealPage.

 

RealPage considers qualified applicants without regard to gender, sexual orientation, gender identity, religion, race, national origin, age, veteran, or disability status. We celebrate diversity and are committed to building an inclusive work environment where all teammates feel a sense of belonging while bringing their authentic self to the table and being valued for it.

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