Workforce Manager

TruGreen • Memphis, TN

435d • $79,175 - $131,958

About The Position

The Workforce Manager at TruGreen is responsible for overseeing the Workforce Management (WFM) team within the Customer Care organization. This role focuses on managing scheduling operations across multiple call centers to ensure a consistent customer experience. The manager will analyze trends, develop strategies for resource allocation, and implement metrics to enhance workforce productivity and operational efficiency.

Requirements

• Bachelor's degree and 5+ years of contact center operations management 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).
• Attention to detail and a commitment to data integrity.
• 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 to recommend efficiencies and operational improvements.
• Leads WFM team to provide reliable resource capacity planning, utilization, and forecasting for inbound and outbound call volume.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• 401(k) matching
• 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