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Supervisor Workforce Optimization and Vendor Operations bei Higginbotham Insurance Agency, Inc.

Higginbotham Insurance Agency, Inc. · Fort Worth, Vereinigte Staaten Von Amerika · Onsite

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Position Summary:  Workforce Optimization & Vendor Operations Supervisor plays a pivotal role in driving operational efficiency, managing vendor relationships, and supporting technical infrastructure to ensure seamless service delivery. This cross-functional leadership position requires strong analytical capabilities, project management expertise, and a deep understanding of workforce planning tools and technologies.

 

Supervisory Responsibilities: 

  • Supervise and train staff to enhance productivity and reduce process inefficiencies


Essential Tasks:

Workforce and Resource Planning:

  • Forecast call volumes and staffing needs using historical trends and predictive analytics
  • Develop and maintain agent schedules to meet Service Level Agreements (SLAs)
  • Monitor real-time adherence and make intraday adjustments to optimize coverage
  • Collaborate with leadership and training teams to align hiring and onboarding with operational demand
  • Produce and analyze reports on occupancy, shrinkage, and productivity metrics

 

 Vendor Oversight:

  • Act as the primary liaison for third-party service providers and technology vendors
  • Oversee vendor performance, ensuring compliance with SLAs and contractual obligations
  • Conduct regular vendor evaluations and escalate issues as needed
  • Recommend improvements or alternative solutions based on vendor capabilities
  • Coordinate onboarding and offboarding processes for vendor resources

 

Technical Oversight:

  • Partner with IT to maintain and enhance call center platforms (e.g., ACD, IVR, WFM tools)
  • Troubleshoot system issues and collaborate with technical teams for resolution
  • Lead implementation of new tools and upgrades impacting workforce or vendor operations
  • Ensure data integrity across systems and support integration initiatives
  • Maintain documentation of technical processes and configurations

 

Additional Responsibilities:

  • Install and configure new devices and system components
  • Perform system quality assurance to ensure optimal performance
  • Respond to service requests during and outside of business hours
  • Prioritize and manage customer service requests for timely resolution
  • Coordinate installation and relocation of users across systems
  • Build strong internal relationships to support service levels, reduce attrition, and improve quality
  • Collaborate with managers to ensure compliance with organizational policies
  • Resolve complex employee issues impacting operations and decision-making
  • Update training materials based on feedback and compliance requirements
  • Organize technical and personal development training for team members
  • Serve as a liaison between business divisions to improve communication and collaboration
  • Implement strategies to boost employee satisfaction and retention

 

Core Competencies:

  • Leadership: Display leadership skills and ability to motivate fellow employees
  • Ability to Analyze and Solve Problems: Skill in recognizing challenges, exploring options, and implementing effective solutions in a timely manner
  • Attention to Detail: A strong focus on completing tasks and projects accurately and thoroughly
  • Communication Skills: Capable of expressing ideas clearly in both verbal and written forms and engaging with various audiences
  • Timely Task Completion: Ability to finish tasks and projects efficiently, managing resources and priorities effectively
  • Team Collaboration: Willingness to work together with others, promoting teamwork and supporting shared goals
  • Client Focus: Dedication to understanding and addressing the needs of clients and stakeholders to ensure their satisfaction
  • Dependability: Acknowledgment of the importance of being present and punctual
  • Creative Thinking: Openness to suggesting new ideas and methods to improve processes and outcome
  • Organizational Skills: Capability to prioritize tasks and manage multiple projects simultaneously
  • Adaptability: Willingness to adjust to changing situations and priorities, showing resilience in a dynamic work environment

 

Experience and Education:

  • 3-5+ years of experience in employee benefits, insurance, claims-carrier operations, and customer service
  • Bilingual in Spanish is a plus, but not required
  • Bachelor’s degree in Business, Operations, or related field
  • 5+ years of experience in workforce planning, vendor management, or technical operations
  • Strong analytical skills and advanced Excel proficiency; experience with data visualization tools preferred
  • Excellent communication, negotiation, and project management skills
  • Proven ability to manage cross-functional priorities in a fast-paced environment

 

Licensing and Credentials:

  • Active General Lines Insurance License (or willingness to obtain)

Systems:

  • Proficient with Microsoft Excel, Word, PowerPoint, and Outlook
  • Proficiency in WFM tools (e.g., NICE, Verint, Genesys) and CRM platforms
  • Applied Epic experience preferred, but knowledge of similar Account Management System (AMS) is acceptable

 

Physical Requirements:

  • Ability to lift 25 pounds
  • Repeated use of sight to read documents and computer screens
  • Repeated use of hearing and speech to communicate on telephone and in person
  • Repetitive hand movements, such as keyboarding, writing, 10-key
  • Walking, bending, sitting, reaching and stretching in all directions

 

Notice to Recruiters and Staffing Agencies: To protect the interests of all parties, Higginbotham Insurance Agency, Inc., and our partners, will not accept unsolicited potential placements from any source other than directly from the candidate or a vendor partner under MSA with Higginbotham. Please do not contact or send unsolicited potential placements to our team members.

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