JOB REQUIREMENTS: At Northwestern Mutual, we are strong, innovative andgrowing. We invest in our people. We care and make a positivedifference. Summary: Develops, coordinates and manages the execution forWorkforce development plans, strategy, and projects that support theoperational areas of the company. The manager works with the Operationsleadership teams, vendors and internal partners to ensure the deliveryof staffing plans and service level results. Responsible for a team whoreallocates staff based on workload and oversight of the intra-dayservice levels across enterprise operations. In addition, overseestechnology related to IVR and Speech Analytics technology. Partners withoperational leadership to make recommendations and provide guidance onimplementation of changes as a result. Characterized by proactivelyidentifying, recommending, and implementing changes to policies andprocedures to improve effectiveness and efficiency of the business unit.May assist in the strategic direction and implementation of the businessunit. Primary Duties & Responsibilities: Oversee the workforce planningprocess for operational business areas. This includes long term staffingand hiring plans, monthly, weekly, daily and interval forecasts, and thecreation of efficient agent schedules. Oversees telephony system and IVRrelated to IVR call flows, exit points, utilization, speech performance,and call listening. Responsible for maximizing the utilization of theSpeech Analytics solution to drive meaningful intelligence, actionableinsights, and quantifiable improvement into the business. Lead allaspects of the day-to-day operations of the area including developing,recommending and implementing new policies and procedures, ensuring goalattainment, and following applicable laws and regulations. Proactivelyevaluates current workflow to develop and implement policy/procedurechanges and/or service improvements as a means of continually seekingopportunities to increase work efficiencies. Responsible for all peoplemanagement activities including the direct management of otheremployees. Directing, monitoring and evaluating day to day workflow/quality; assessing and maintaining performance standards andmeasures, hiring and retention of staff and employee discipline.Proactively leads efforts to manage cultural and process/proceduralchange across the department. Independently leads complex business areaprojects/support assignments with decision making authority and/orparticipates in cross-departmental projects. Recommends continuousimprovements by identifying technical and service gaps, independentlyseeks and implements solutions. Problems and issues have a variety ofinterpretations and require careful evaluation and reference to manyvaried options impacting both the customer, financial representative andthe business. Assignments require reviewing diverse procedures... Forfull info follow application link. EEO/AA Employer/Vets/Disability***** APPLICATION INSTRUCTIONS: Apply Online:ipc.us/t/D2F9AC77AD1745FB Qualified females, minorities, and specialdisabled veterans and other veterans are encouraged to apply.