Job description
Our Firm
American Century Investments® is a leading global asset manager focused on delivering investment results and building long-term client relationships while supporting research that can improve human health and save lives. Founded in 1958, the firm’s 1,400 employees serve financial professionals, institutions, corporations and individual investors, offering a wide range of investment strategies across a variety of investment disciplines.
We are committed to providing institutional-quality, actively managed solutions with a performance-centered mindset. Our expertise spans global growth equity, global value equity, disciplined equity, multi-asset strategies, global fixed income, alternatives and ETFs.
Privately controlled and independent, we focus solely on investment management. This empowers us to align our decisions with client expectations and concentrate on their long-term money management needs.
Our culture of winning behaviors exemplifies our dedication to clients every single day. Delivering investment results enables us to distribute over 40% of our dividends—more than $1.8 billion — to the Stowers Institute for Medical Research, a 500-person, non-profit basic biomedical research organization with a controlling interest in American Century Investments. Our dividend payments provide ongoing financial support for the Institute’s work of uncovering the causes, treatments and prevention of life-threatening diseases, like cancer.
For more information, please visit americancentury.com.
The primary responsibilities of the Workforce Operations Analyst are to drive and deliver all Contact Center and Back Office Service Level requirements and associated metrics to provide a beyond-expectations experience for our clients and employees. In collaboration with leadership, this role will be responsible for workforce initiatives that align with the strategic direction of the organization. The Business Consultant will accurately forecast future calls and processing work for multiple business units and through detailed data analysis, produce the optimal employee head count and efficient scheduling needed to meet target service levels. Effectively communicating and collaborating with key leaders to provide recommendations for hiring and scheduling is of vital importance to meet business objectives. Adaptability to changing business objectives and structure is important in this fast-paced environment.
The Workforce Operations Analyst will monitor results of forecast and schedules to make both long-term and intraday changes as necessary to meet service level objectives. This role will build on established workforce management initiatives to create forecasting models through event impact analysis as well as refine internal standardized procedures and workflows to increase productivity. Additionally, identifying and implementing opportunities for automation in forecasting and scheduling will be an important aspect of this role.
Key Responsibilities
- Day-to-Day Service Level Oversight: Exercises independent judgment to develop and respond to unanticipated changes in contact center and/or back-office volumes to consistently ensure service goals are met. Analyzes intraday staffing levels and makes appropriate adjustments, striving to meet the service and productivity objectives.
- Service Level and Staffing Requirements Support: Provides staffing recommendations to help the contact center and/or back-office departments achieve service level and productivity goals. Effectively tracks and manages staffing information including staffing changes, staffing schedules and changes in service models. Creates schedules for the various teams based on hiring, hours of operations, etc. to help achieve service and productivity goals.
- Forecasting: Forecasts and oversees contact center and/or back-office weekly and long-term anticipated volumes. Reviews volumes and makes appropriate adjustments, if needed. Will assign work to staff when needed and communicate workflow factors across the contact center and/or back office. Lead operational planning meetings to discuss work volume and staff allocations. Administer and provide guidance based on forecasting tools.
- Analysis: Provides information and analysis to management as requested, through special projects and ad hoc reporting. Utilizes forecasting and modeling tools to present work volumes and staffing analysis.
- Tools and Reporting: Ability to work with forecasting and service level tools to provide reporting analysis to leadership. Assists in the development and adoption of new processes and technologies.
- Workforce Team: Collaborates closely with team to increase knowledge, productivity, and support when needed.
Winning Behaviors and other Required Skills
- Client Focused. Be client obsessed to deliver superior service and manage risks. Understand client needs, wants and overall trends to stay ahead and envision solutions for target clients.
- Courageous and Accountable. Self-starter, determination, and ability to multi-task while working independently. Accountable for business results and outcomes through successful execution of day-to-day operations.
- Collaborative. Strong listening skills to understand client and stakeholder needs. Must have superior influencing, networking, and inter-personal skills to operate with comfort in a highly matrixed environment. Demonstrate executive presence to ‘rise above’ tactical conflict with appropriate compromise and solutions.
- Curious and Adaptable. Continually monitor current industry/business trends, new technology solutions, and competitive strategies – especially for wealth management, advisory, asset management & consumer market and then translate them into new ideas for clients.
- Competitively Driven. Translate strong ‘inner engine’ to deliver value for clients, business, and teammates. Define ‘win’ in terms of the team results.
Required Experience and Education
- Experience in forecasting and scheduling for a contact center and a operational processing team.
- Experience with Nice IEX WFM or equivalent sophisticated forecasting system a plus.
- Ability to effectively connect with leadership regarding service levels, forecasting, staffing and productivity.
- Excellent communication skills, including issue resolution and influencing skills.
- Strong business proficiency, clear thinking and communicating, and great decision making.
- Bachelor’s degree from accredited university or equivalent work experience required.
- Attention to detail a must.
Location: Kansas City, MO.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be a complete list of all responsibilities, duties, and skills required.
- Models the American Century Investments Winning Behaviors: Client Focused, Courageous and Accountable, Collaborative, Curious and Adaptable, Competitively Driven, Adheres to the highest ethical standards and business practices, and Supports a culture of compliance
Additional Requirements:
As a global firm with offices in several cities, we will uphold any local regulations regarding COVID-19 precautions and/or vaccination requirements for the workplace.
American Century Investments is committed to complying with the Americans with Disabilities Act and all other applicable Equal Employment Opportunity laws and regulations. As such, American Century strives to provide a reasonable accommodation to any qualified individual under the ADA to perform essential job functions.
American Century Investments believes all individuals are entitled to equal employment opportunity and advancement opportunities without regard to race, religious creed, color, sex, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, gender, gender identity, gender expression, age for individuals forty years of age and older, military and veteran status, sexual orientation, and any other basis protected by applicable federal, state and local laws. ACI does not discriminate or adopt any policy that discriminates against an individual or any group of individuals on any of these bases.
©2019 American Century Proprietary Holdings, Inc. All rights reserved.
offroadmanagementgroup.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, offroadmanagementgroup.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, offroadmanagementgroup.com is the ideal place to find your next job.