16 days old

Services Workforce Manager

Atlanta, GA 30303
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\u003Cdiv data-field=\u0022Position_Description\u0022 class=\u0022Summary\u0022\u003E\u003Cstrong\u003EPosition Purpose:\u003C/strong\u003E Accountable for leading the planning \u0026 real-time monitoring of contact center performance, making recommendations and optimizing usage of contact center routing, resources, and communicating real-time and intra-day performance. Manage the creation and maintenance of the Services capacity models, workload forecasts, schedules and performance dashboards. Develop and implement best practices and processes in planning activities, real-time monitoring and management procedures. Coordinate and partner with Contact Center resources to manage staffing based on call volume and metric achievement. Partner with other contact centers to ensure consistent associate experience as well as maximize efficiencies and cost effectiveness. Support operational business leaders while driving organizational success and real-time customer experience. \u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EMajor Tasks, Responsibilities \u0026 Key Accountabilities:\u003C/strong\u003E \u003Cbr /\u003E 40%-Make staffing recommendations to management based on analysis of real-time performance. Develop and manage service escalation processes that involve routing changes (e.g., moving volume, changing messaging, etc.) and staff optimization (e.g., implementing overtime and schedule modifications.) \u003Cbr /\u003E 25%-Identify trends in case types, perform root cause analysis and provide recommendations for training and/or content changes to address trends. Work closely with Training Team to implement action items related to the Command Center activities. \u003Cbr /\u003E 15%-Develop and implement best practices for call handling related to the usage of systems and tools utilized to manage calls, faxes, e-mail and cases. \u003Cbr /\u003E 20%-Monitor and maintain processes related to the daily functioning of the Command Center, including, work load distribution, monitoring phone queue and email box , user follow-up, closing tickets and maintaining front-end messages and system availability. \u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003ENature and Scope:\u003C/strong\u003E This position reports to Sr Manager This position has 4 Direct Reports \u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EEnvironmental Job Requirements: Environment:\u003C/strong\u003E Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable. \u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003ETravel:\u003C/strong\u003E Typically requires overnight travel less than 10% of the time.\u003C/div\u003E\u003Cdiv data-field=\u0022Postion_Requirement\u0022 class=\u0022Requirement\u0022\u003E\u003Cstrong\u003EStandard Minimum Qualifications:\u003C/strong\u003E \u003Cbr /\u003E Must be eighteen years of age or older. \u003Cbr /\u003E Must pass the Drug Test. \u003Cbr /\u003E Must pass pre-employment test if applicable. \u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EAdditional Minimum Qualifications:\u003C/strong\u003E Education Required: 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 \u003Cbr /\u003E \u003Cstrong\u003EWork Experience Required:\u003C/strong\u003E 5 \u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003ECertifications \u0026 Licenses: Physical 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 \u003Cbr /\u003E \u003Cstrong\u003EAdditional Qualifications: \u003Cbr /\u003E Preferred Qualifications:\u003C/strong\u003E \u003Cbr /\u003E -Position deals with a variety of problems and sometime has to decide which answer is best. The question/issues are typically clear and requires determination of which answer (from a few choices) is the best. \u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EKnowledge, Skills, Abilities and Competencies:\u003C/strong\u003E \u003Cbr /\u003E Leadership, Strategy, Analysis, Influence and driving change based on statistical trend analysis. Strong problem solving skills; reacts quickly and appropriately to workforce planning problems; follows up in a timely manner on issues not immediately resolvable. Strong analytical skills, process oriented thinker Knowledge of MS Project, MS Excel and other related computer programs Possess a proven track record of managing multiple projects, proficiency with Microsoft Project, familiar with project budgeting and financial tracking, costs/benefit analysis, and creation of business justification. Experience with creation of project metrics, conducting project result\u003C/div\u003E
Posted: 2021-06-04 Expires: 2021-07-04
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Services Workforce Manager

Home Depot
Atlanta, GA 30303

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