Manager, Workforce Management

About the position

Whirlpool is currently seeking a qualified candidate to fill a critical Manager, Workforce Management role at our Riverview Campus in Benton Harbor, Michigan, or our Customer Experience Center in Cleveland, Tennessee. The primary goal of this role is to ensure that the right number of people with the right skills are in the right place at the right time to meet business demands. This involves a blend of forecasting, scheduling, and real-time management.

Responsibilities

• Forecasting: Analyzing historical data and trends to predict future workload volumes (e.g., call volume, customer traffic). Considering factors like seasonality, promotions, and economic conditions to create accurate forecasts.
• Scheduling: Developing and managing employee schedules that align with forecasted demand. Balancing staffing needs with employee availability and preferences. Handling time-off requests and shift changes.
• Real-Time Management: Monitoring real-time performance metrics (e.g., service levels, adherence to schedules). Making adjustments to staffing levels as needed to respond to unexpected fluctuations in demand. Managing intraday activities to ensure efficiency.
• Performance Analysis and Reporting: Generating reports on key performance indicators (KPIs) related to workforce efficiency. Analyzing data to identify trends and areas for improvement. Providing insights and recommendations to management.
• Workforce Optimization: Utilizing workforce management software and tools to optimize scheduling and resource allocation. Identifying and implementing process improvements to enhance efficiency. Ensuring compliance with labor laws and company policies.
• Technology Proficiency: Being proficient in the use of workforce management software. Understanding the capabilities of related systems, such as contact center platforms and HR systems.

Requirements

• Bachelors Degree
• 3+ years of experience in a Contact Center, Production Planning or Supply Chain
• 3+ Prior experience in a workforce management role or a closely related analytical role

Nice-to-haves

• Experience with workforce management software and tools such as NICE, Verint, Calabrio, or Aspect.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Proficiency in data analysis and reporting.
• Ability to work effectively under pressure and in a fast-paced environment.
• Knowledge of workforce management principles and best practices.
• Strong organizational skills.

Benefits

• Generous benefits package
• Whirlpool employee discount
• Fitness & educational reimbursement programs
• Kitchenettes
• Beautiful, recently renovated office space
• Free coffee
• Biking/walking trails
• Access to The Eddy - Early Childhood Center (depending upon availability - additional costs required)
• Always On Flexibility - You will have the autonomy to manage personal, family, and outside-of-work commitments as needed.
• Two-Week Work from Anywhere - Minimum of one-week increments for a total of two weeks per year.
• Sabbatical - Four weeks paid leave after every five years of service.