When you join the team at Unum, you become part of an organization committed to helping you thrive.

　　Here, we work to provide the employee benefits and service solutions that enable employees at our client companies to thrive throughout life's moments. And this starts with ensuring that every one of our team members enjoys opportunities to succeed both professionally and personally. To enable this, we provide:

　　Award-winning cultureInclusion and diversity as a priorityPerformance Based Incentive PlansCompetitive benefits package that includes: Health, Vision, Dental, Short & Long-Term DisabilityGenerous PTO (including paid time to volunteer!)Up to 9.5% 401(k) employer contributionMental health supportCareer advancement opportunitiesStudent loan repayment optionsTuition reimbursementFlexible work environments

　　*All the benefits listed above are subject to the terms of their individual Plans.

　　And that's just the beginning...

　　With 10,000 employees helping more than 39 million people worldwide, every role at Unum is meaningful and impacts the lives of our customers. Whether you're directly supporting a growing family, or developing online tools to help navigate a difficult loss, customers are counting on the combined talents of our entire team. Help us help others, and join Team Unum today!

　　General Summary:

　　This position provides leadership to a staff of individual contributors who are responsible for planning, forecasting, scheduling, and real time resource management across our distributed contact centers. This role requires strong analytical capability and experience managing scheduling and service-level delivery in a call center environment.

　　Principal Duties and Responsibilities:

　　Leverage team to manage daily service levels through the analysis of intraday and historical performance for all agents across multiple centers and skill-groups.Ensures service levels are proactively monitored throughout areas of responsibility and develops plans to address service deficiencies related to volume and staffing.Drives improvements within the Real Time Team and the broader WFM team.Provides leadership, coaching, and guidance to the WFM team; hires, trains and develops employees.Manages more than one function or area on a regular basis. Additional complexity and breadth contribute to the overall accountability of the job.Ensures quality, audit and control standards through the development of effective standards, policies, education and creative training programs.Develops workflow to meet specialized needs to ensure that appropriate service and financial levels are met at all times.Manages internal and external customer expectations through project planning and partnering efforts throughout the corporation.Provides leadership and direction to project teams who have are involved with projects specific to the operational area.Communicates project strategies and status to all impacted parties.Meets challenges head-on by the efficient and timely development, identification, and implementation of new strategies, solutions and opportunities for improved service standards.Coordinates training, staffing and system changes as dictated by project plans.Leadership of a diverse team, including all aspects of people management, selection, training, resource capacity, job design and performance management that creates a high-performance operating environment.May perform other duties as assigned.

　　Job Specifications:

　　College degree preferred plus 5-7 years of increasingly responsible management experience.Proven ability to make sound business decisions and deliver results.Solid understanding of the service needs and financial impact to service levels.Demonstrated experience in motivation, team building and collaboration.Strong interpersonal, communication and negotiation skills - both written and verbal.Strong project management, leadership and organization skills.Solid understanding of the budget and salary administration processes, and the impact of each to productivity, morale and service levels.Overall knowledge of business workflow within Unum in general, and functional area(s) in particular.Strong project management, leadership and organization skillsSolid understanding of the budget and salary administration processes, and the impact of each to productivity, morale and service levelsOverall knowledge of business workflow within Unum in general, and functional area(s) in particular

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　　Unum and Colonial Life are part of Unum Group, a Fortune 500 company and leading provider of employee benefits to companies worldwide. Headquartered in Chattanooga, TN, with international offices in Ireland, Poland and the UK, Unum also has significant operations in Portland, ME, and Baton Rouge, LA - plus over 35 US field offices. Colonial Life is headquartered in Columbia, SC, with over 40 field offices nationwide.

　　The base salary range for applicants for this position is listed below. Unless actual salary is indicated above in the job description, actual pay will be based on skill, geographical location and experience.

　　$75,500.00-$135,900.00

　　Additionally, Unum offers a portfolio of benefits and rewards that are competitive and comprehensive including healthcare benefits (health, vision, dental), insurance benefits (short & long-term disability), performance-based incentive plans, paid time off, and a 401(k) retirement plan with an employer match up to 5% and an additional 4.5% contribution whether you contribute to the plan or not. All benefits are subject to the terms and conditions of individual Plans.

　　Company:

　　Unum