General information Career area Insurance Work Location(s) 1450 American Lane, IL Remote? No Ref # 17605 Posted Date Friday, May 17, 2024 Working time Full time Ally and Your Career Ally Financial only succeeds when its people do - and that’s more than some cliché people put on job postings. We live this stuff! We see our people as, well, people - with interests, families, friends, dreams, and causes that are all important to them. Our focus is on the health and safety of our teammates as well as work-life balance and diversity and inclusion. From generous benefits to a variety of employee resource groups, we strive to build paths that encourage employees to stretch themselves professionally. We want to help you grow, develop, and learn new things. You’re constantly evolving, so shouldn’t your opportunities be, too? The Opportunity

Location: Schaumburg, IL

Top thing we're looking for: direct capacity planning / workforce management experience within a call center environment

Reporting to the Ally Insurance Workforce Management Director, this position is primarily responsible for creating, maintaining, and validating capacity plans used to assist the Ally Insurance contact center and back-office groups with short and long-term resource planning. This position will also create and implement strategies that support our continued effort to develop resource modification solutions in all areas of the enterprise as it pertains to the utilization and productivity of our staff. 

The Work Itself Ongoing partnership with Insurance Operations Leaders and Mangers to develop and implement back office and contact center capacity plans, as well as assists the team to maintain accurate workflows and headcountWork closely with Executive Leaders and their direct reports on capacity plans and resource modification strategiesResponsible for conducting operational meetings to assess results and performanceResponsible for conducting ad hoc analyses and managing reporting and metrics as it relates to developing, analyzing, and producing monthly reports and/or graphs to assess current trends relative to driving day-to-day business decisionsCritical function of this position is to implement best practices in workforce management to ensure the most efficient use of staffing resources to meet customer needsProvide business insights across Ally Insurance for staffing related strategy, including cost / benefit analysis, and assist in the implementation of activities designed to optimize the workforceAbility to identify process improvement, effectiveness and efficiency and execute on change management, influence and collaboration in a matrix environmentAbility to independently manage multiple tasks for multiple groups and work reliably in time sensitive situationsDemonstrated strong analytical and organizational skill setDemonstrates a high degree of personal accountability, passion, and execution The Skills You Bring Bachelor's degree in related field preferred3+ years of Contact Center Work Force Management experienceStrong Capacity Planning and Long-term Forecasting focusUnderstanding of FTE and application of labor costsTrend analysis / analytics experience is requiredAdvanced knowledge of MS Word, Excel, PowerPoint, and Power BI 

 

How We'll Have Your Back

Ally's compensation program offers market-competitive base pay and pay-for-performance incentives (bonuses) based on achieving personal and company goals. Our Total Rewards program includes industry-leading compensation and benefits plus additional incentives that are designed to meet your needs and those of your family so you can get the most out of your career and your life, including:

Time Away: 11 paid holidays, 20 paid time off days, and 8 hours of volunteer time off, yearly (paid time off is prorated based on start date) Planning for the Future: plan for the near and long term with an industry-leading 401K retirement savings plan with matching and company contributions, student loan pay downs and 529 educational save up assistance programs, tuition reimbursement, employee stock purchase plan, and financial learning center and financial coach access.Supporting your Health & Well-being: flexible health and insurance options including medical, dental and vision, employee, spouse and child life insurance, short- and long-term disability, pre-tax Health Savings Account with employer contributions, Healthcare FSA, critical illness, accident & hospital indemnity insurance, and a total well-being program that helps you and your family stay on track physically, socially, emotionally, and financially.Building a Family: adoption, surrogacy and fertility assistance as well as paid parental and caregiver leave, Dependent Day Care FSA back-up child and adult/elder care days and childcare discounts.Work-Life Integration: other benefits including Mentally Fit Employee Assistance Program, subsidized and discounted Weight Watchers® program and other employee discount programs.Other compensations: depending on the role for which you are considered, you may be eligible for travel allowances, relocation assistance, a signing bonus and/or equity.To view more detailed information about Ally’s Total Rewards, please visit this link: https://www.ally.com/content/dam/pdf/corporate/ally-total-rewards-snapshot.pdf 

Who We Are:

 

Ally Financial is a customer-centric, leading digital financial services company with passionate customer service and innovative financial solutions. We are relentlessly focused on "Doing it Right" and being a trusted financial-services provider to our consumer, commercial, and corporate customers. For more information, visit www.ally.com.

 

Ally is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity or expression, pregnancy status, marital status, military or veteran status, genetic disposition or any other reason protected by law.

 

We are committed to working with and providing reasonable accommodation to applicants with physical or mental disabilities. For accommodation requests, email us at work@ally.com. Ally will not discriminate against any qualified individual who is capable of performing the essential functions of the job with or without reasonable accommodation.

Base Pay Range: An individual's position in the range is determined by the scope and responsibilities of the role, work experience, education, certification(s), training, and additional qualifications. We review internal pay, the competitive market, and business environment prior to extending an offer. 
Emerging 70000 Experienced 85000 Expert 100000 Incentive Compensation: This position is eligible to participate in our annual incentive plan.