Workforce Development Manager – (CT, KS, MO, AL, NC, FL,CA)

Connex International in Danbury, CT is looking to hire a full-time Workforce Development Manager located in Connecticut, Kansas, Missouri, Alabama, North Carolina, Florida, or California.

Summary of Position

The Workforce Development Manager is responsible for overseeing and optimizing all aspects of Connex’s Service Delivery workforce, including scheduling, timekeeping, staffing, training and reporting. The primary goal will be to ensure that the right people, with the right skills, are in the right place, at the right time, doing the right tasks. He/she/they will be responsible for scheduling, staffing and onboarding of Conference Coordinators internally as well as vendor management for all contract/temp labor. This role requires strong organizational and time management abilities and keen attention to detail with the ability to manage multiple tasks simultaneously.

Essential Duties and Responsibilities

Core duties and responsibilities include, but are not limited to the following:

•  Optimizing scheduling by creating and maintain employee work schedules against work volume and skillset, planning work for downtime and minimizing unproductive work time.
• Deploy tracking, monitoring, and controlling overtime hours to ensure compliance with labor laws, manage costs, and maintain employee well-being.
• Developing a thorough understanding of related Connex equipment, operating procedures, customer service responsibilities, scripts, and other services in order to effectively and accurately work with training and staffing.
• Coordinate with Service Delivery team on all Coordinator staffing needs, including managing all contract labor relationships.
• Responsible for producing detailed labor utilization analytics and reporting.
• Managing Coordinator time off requests and ensuring adequate coverage.
• Addressing Coordinator scheduling conflicts and adjustments.
• Ensure that required initial and ongoing skill training within timeframe expectations determined by management.
• Effective communication: Partners with HR and Manager to communicate dates of training classes, issues or new ideas for improvement.
• Conducts needs analysis studies and meets regularly with managers and supervisors to determine training needs.
• Helps develop new training courses associated with the introduction of new procedures, equipment or services.
• Participates in completing organization wide needs assessments and identifies skills or knowledge gaps that need to be addressed. Develops and implements ongoing education and development plans for operations staff.
• Works with Client Care to identify key issues and areas of need to “retrain” associates.
• Maps out training plans, help develop training programs for Operations training.
• Addressing problems with work quality, issues between employees and other concerns in an effective, timely, direct and respectful manner (usually within one business day).
• Setting performance goals and project deadlines for the team that align with Connex larger plans.
• Serving as a link between his/her team and upper management.
• Using evaluations as a developmental tool and ensuring appraisals accurately reflect performance.
• Confirming that your team members receive proper and complete training to perform their duties. Provide appropriate training and support to develop/increase employee skill levels.
• Completing all other duties as assigned.

Supervisory Responsibilities

Responsible for management of the Training & Scheduling Departments; approximately 5 direct reports, subject to increase or decrease.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

Bachelor’s degree or equivalent work experience with a minimum of three years of supervisory experience.

Computer Skills

To perform this job successfully, an individual should be proficient with MS Office—Outlook, Word, Excel and PowerPoint. Internet Savvy. Must have accurate data entry skills.