This role is primarily responsible for supervising the day-to-day Time & Labor function that provides effective and proactive service delivery to key stakeholders. This includes supporting department activities and efficiencies such as gathering and entering employee time and wage within the time management system, computing employee’s time worked, production, and commission as well as computing post wages and deduction.
Responsibilities and Duties
- Support the management of day-to-day Time & Labor activities by leading the team and developing internal workflow processes, operating procedures, team schedules, and controls.
- Manage team workload and capacity; recommend long or short-term adjustments to staffing model when/if necessary, to effectively support shifts in scope of work and/or volume
- Lead and/or participate in various governance meetings to discuss operational results, issues, strategies, and solutions to improve team’s performance with internal/external stakeholders.
- Develop and prepare reports and conduct analyses on resource utilization, performance against SLA targets, quality, and process efficiency
- Analyze complex issues and develop and implement solutions and provide regular performance and operational progress reports to managers to ensure issues are being flagged on a timely manner and ensure gaps are addressed
- Provide guidance and direction to the team according to established policies, procedures, and management guidelines in accordance with the country supported rules & regulations.
- Provide regular performance and operational progress reports to managers to ensure issues are being flagged on a timely manner and ensure gaps are addressed
- Manage team performance, provide coaching, and identify career development opportunities relevant to the team
- Lead process improvements to streamline processes, improve customer experience, increase productivity, and quality in Time & Labor, in alignment with the overall set goals.
- Develop and prepare reports and conduct analyses on resource utilization, performance against SLA targets, quality, and process efficiency.
- Develop strong stakeholder relationships by ensuring escalations are managed effectively and proactively and elevating if/when necessary.
- Plan staff workload on a daily basis and assisting them in the completion of assigned tasks and duties within reported deadlines.
- Monitor and respond to external support requests as it pertains to Time & Labor Services.
- Manages project status and support on highly complex process improvement projects.