Workforce Manager

TruGreen • Memphis, TN

429d • $79,175 - $131,958

About The Position

The Workforce Manager at TruGreen is responsible for overseeing the scheduling operations of multiple call centers within the Customer Care organization. This role focuses on ensuring optimal resource capacity and operational efficiency, while also providing reliable forecasting and analysis to improve workforce productivity. The manager will lead a team, develop strategies for growth, and implement metrics to enhance service delivery and operational performance.

Requirements

• Bachelor's degree and 5+ years of contact center operations management, operations or analysis role, or equivalent combination of education and experience
• 1-2 years of supervisory/management experience required
• Experience with financial and operational forecasting/planning and processes required
• Knowledge of workforce management systems (e.g., IEX, TotalView, Verint, Blue Pumpkin)
• Computer skills with Microsoft Office software applications (Word, Excel, PowerPoint, Outlook)
• Knowledge of call routing systems (e.g. Cisco, skill based routing)
• Knowledge of workforce scheduling software and applications
• Attention to detail and a commitment to data integrity
• Ability to manage projects and processes independently
• Excellent communication, problem solving, organization, and negotiation skills.

Responsibilities

• Manages, coaches, and develops a multi-location Workforce Management (WFM) team
• Sets integration priorities, develops growth strategies, and manages resources for new business opportunities
• Analyzes company-wide trends relative to scheduling and allocation of staff to ensure optimal cost effectiveness and operational efficiency
• Develops, recommends, and implements metrics and measurements for workforce productivity, ROI, efficiency, and occupancy
• Performs Root Cause Analysis (RCA) on service level misses and forecast variances; develops and implements action plans to improve operational performance
• Oversees WFM team's budget, cost management, and performance planning process for call centers
• Serves as an internal consultant to operations leaders regarding workforce data and analytics
• Leads WFM team to provide reliable resource capacity planning and staff scheduling that supports business operations
• Facilitates contact center planning efforts to develop and implement policies/procedures and staffing forecasts.

Benefits

• 401(k) matching
• Dental insurance
• Health insurance
• Vision insurance
• Volunteer time off

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Administrative and Support Services
• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees