Workforce Manager

TruGreen

2d•$79,175 - $131,958

About The Position

TruGreen is committed to providing personalized attention for our associates. We focus on developing our people by building proud, dynamic teams while helping associates reach their personal and professional goals. We continuously strive to make TruGreen an employer of choice and "a great place to work!" Position Overview The Workforce Management Team (WFM) within the Customer Care organization is responsible for providing contact center capacity that delivers a consistent wait time experience for our customers. This role manages scheduling operations of multiple call centers and is accountable for the oversight and application of the scheduling function, including policy and procedures, operating structure, and information flow of multiple call centers. This role provides reliable resource capacity, utilization and forecast data to recommend workforce efficiencies and operational improvements to management.

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
Should have excellent communication, problem solving, organization skills, negotiation skills.
Ability to speak, read and write fluently in English is required.
You MUST BE physically located in the United States while performing this job.

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, operational efficiency and deliver quality.
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 reduce or eliminate root cause and improve operational performance
Oversees WFM team’s budget, cost management, long-term and intra-day performance planning process for call centers
Serves as an internal consultant to operations leaders regarding the use of workforce data and analytics to identify company-wide trends and to recommend efficiencies and operational improvements to management
Leads WFM team to provide reliable resource capacity planning, utilization, long-term/short-term forecasting for IB (Inbound) and OB (Outbound) call volume, arrival patterns, and staff scheduling (including training, meetings, O/T and VTO) that support business operations.
Facilitates contact center planning efforts to develop and implement policies/procedures as well as ensures approval for staffing forecasts and related costs.
Sets integration priorities, develops growth strategies, and manages resources for new business opportunities.