1+ months

Senior Manager, Workforce Management

Atlanta, GA 30303
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\u003Cdiv data-field=\u0022Position_Description\u0022 class=\u0022Summary\u0022\u003E\u003Cp\u003E\u003Cstrong\u003EPosition Purpose:\u003C/strong\u003E The Senior Manager of Workforce Management is responsible for leading workforce management for Home Depot\u0027s network of contact centers supporting homedepot.com (Online), Customer Care, and HD Pro. \u003Cbr /\u003E \u003Cstrong\u003EThis position is responsible for:\u003C/strong\u003E Workforce planning for multiple contact centers including internal staffing, outsource vendor management, and work-at-home staffing for several lines of business and more than 5,500 associates \u0026 contractors who support phone, chat, SMS, email, Social, and back office functions.\u003Cbr /\u003E \u003Cstrong\u003EThis role leads:\u003C/strong\u003E The strategy for all forecasting and staff planning and requires knowledge and experience with advanced long-range forecasting, strategic planning and development, and the ability to work cross-functionally with the Operations, Human Resources, Training, and Finance departments in the development of staff planning. Successful staff planning for the organization meets service, quality, and financial goals. Responsible for tactical scheduling and real-time management as part of the role as well as systems governance \u0026 software license management.\u003Cbr /\u003E \u003Cstrong\u003EThe Senior Manager of Workforce Management: \u003C/strong\u003EHelps report and communicate key performance indicators in support of contact center operations, ad-hoc analyses, special projects, and the overall Online/Care/Pro strategy. As a leader, this person coaches and develops associates to create best-in-class leadership and workforce management capabilities. \u003Cbr /\u003E \u003Cstrong\u003EMajor Tasks, Responsibilities \u0026 Key Accountabilities: \u003Cbr /\u003E \u003C/strong\u003E25%-Forecasting: Develops long-range and short-range forecasts of data elements essential to contact center staff planning such as contact volume, average handle time, attrition, and absenteeism. \u003Cbr /\u003E 25%-Staff Planning and Scheduling: Creates and maintains a hiring and scheduling methodology to meet service level and financial goals. Develops hiring plans and schedules that create a best-in-class environment for our associates. \u003Cbr /\u003E 10%-Real-Time Management: Supports intraday management of forecasts and schedules to meet the needs of associates, operational leadership, service goals, and financial goals. \u003Cbr /\u003E 20%-Coaching and Development: Communicates effectively as a leader to develop high quality team talent and capabilities. Meets regularly with team members and peers. Responsible for reviews and performance management. \u003Cbr /\u003E 20%-Cross-Functional: Participates in cross-functional initiatives in support of the overall Online strategy. Requires the ability to provide executive-level communication and insight. \u003Cbr /\u003E \u003Cstrong\u003ENature and Scope\u003C/strong\u003E: This position reports to Director, Strategy and Workforce Management This position has 4 Direct Reports \u003Cbr /\u003E \u003Cstrong\u003EEnvironmental Job Requirements:\u003C/strong\u003E 1. Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable. Travel: 2. Typically requires overnight travel 5% to 20% of the time.\u003C/p\u003E\u003Cp\u003E\u0026nbsp;\u003C/p\u003E\u003Cp\u003E\u0026nbsp;\u003C/p\u003E\u003C/div\u003E\u003Cdiv data-field=\u0022Postion_Requirement\u0022 class=\u0022Requirement\u0022\u003E\u003Cstrong\u003E\u003Cstrong\u003E\u003C/strong\u003E\u003C/strong\u003E\u003Cp\u003E\u003Cstrong\u003EStandard Minimum Qualifications:\u003C/strong\u003E Must be eighteen years of age or older. Must pass the Drug Test. Must pass Background Check. Must pass pre-employment test if applicable. \u003Cbr /\u003E\u003Cstrong\u003EAdditional Minimum Qualifications:\u003Cbr /\u003E\u003C/strong\u003E\u003Cstrong\u003EEducation Required\u003C/strong\u003E: The knowledge, skills and abilities typically acquired through the completion of a bachelor\u0027s degree program or equivalent degree in a field of study related to the job. \u003Cbr /\u003E\u003Cstrong\u003EPhysical Requirements\u003C/strong\u003E: Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles. \u003Cbr /\u003E\u003Cstrong\u003EPreferred Qualifications:\u003C/strong\u003E Experience with the following contact center brands, systems, technologies: Avaya CMS, Verint Impact 360, NICE WFM, Salesforce.com CRM, and LivePerson Chat. Experience with the following systems and technologies: MSSQL Server, Tableau, SmartSheets, MS Excel, and MS PowerPoint. \u003Cbr /\u003E\u003Cstrong\u003EKnowledge, Skills, Abilities and Competencies:\u003C/strong\u003E Communicates effectively Ability to lead and motivate cross-functional groups Knowledge of statistics used for forecasting and analysis Ability to create presentations and present to executive-level leadership\u003Cbr /\u003E\u003Cstrong\u003EDeep level of understanding of contact center metrics:\u003C/strong\u003E Service Level, ASA, Abandon Rate, Occupancy, Utilization, Staffing Efficiency, Absenteeism, Shrink, etc. Management of automated attendant and IVR systems. Experience managing multi-site contact centers. Experience managing work-at-home and/or virtual contact center agents. Experience managing outsource vendor relationships.\u003C/p\u003E\u003Cstrong\u003E\u003C/strong\u003E\u003C/div\u003E
Posted: 2021-03-02 Expires: 2021-04-30
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Senior Manager, Workforce Management

Home Depot
Atlanta, GA 30303

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