Director of Workforce Management in Memphis, TN 38138 at TruGreen

Date Posted: 6/28/2019

Job Snapshot

Job Description

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

Responsible for overseeing the Workforce Management function for both inbound/outbound multi-channel sales and customer service, ensuring functions meet and exceed the needs of the business by continuously reviewing the effectiveness of current procedures, while striving to identify improvements to the process. Supports execution of company business objectives globally by providing expertise, leadership, and executive-level support. Provides thought leadership to implement a long-term site-based or centralized workforce management department, ensuring resources are aligned to meet business needs. Partners with key corporate support organizations to drive performance and support business objectives.


Responsibilities

  • Accountable for the effective monitoring of real-time queue and adherence reports to ensure service level and response time objectives are met; oversee real-time escalation plans
  • Generates long-term strategies and structures for call centers and develops tactical steps to achieve them. Provides expert level guidance to forecasting, strategic analytics, and operational insights.
  • Manages and develops the Workforce team- providing coaching and training.
  • Guides Workforce team to develop and align forecasts, schedules, and plans that ensure completion, accuracy, and adherence to standards and business objectives.
  • Ensures Call Centers and Customer Service performance meet client and business needs.
  • Works cross-functionally to utilize, manage, and configure the Workforce Management platform for forecasting, scheduling, tracking, monitoring, and reporting the daily, monthly and quarterly call center statistics; this includes, though is not limited to call center volumes, FTE, schedule adherence and service level achievement.
  • Works to continually improve the forecasting and scheduling predictions across all contact channels.
  • 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.
  • Develops contingency plans, direct activities during problem resolution efforts and participate in post-resolution analysis of projects providing input for future process improvements.
  • Manages numerous contractual obligations with internal and external clients.
  • Analyzes performance outcomes and implement changes to ensure responsive and timely responses to customer needs.

Education and Experience Requirements:

  • A bachelors degree is required (masters degree preferred) and 10+ years of sales/customer service or related experience required, or an equivalent combination of education and experience
  • 5+ years of experience leading telesales, customer service, workforce, and/or performance management teams with the ability to attract, mentor, retain and develop talent.
  • Experience leading large telesales, customer service, workforce and or performance management teams in excess of 2,000 associates as well as call volume in excess of 5 Million calls annually, strongly preferred.
  • Experience planning schedules for remote/work from home agents
  • Experience with Performance metric and scorecard design and development
  • Workforce Management software experience
  • Proven analytical experience

Knowledge, Skills and Abilities

  • Comprehensive knowledge of Contact Center operations and Call Center systems, such as; Voice Portal, IVR (Talkdesk, service cloud, InContact, Five9, Genys) and Planning applications
  • Strong understanding of Workforce Scheduling and Forecasting,
  • Ability to design, implement and support call center and back office reporting and analytics
  • Working knowledge of customer service operations
  • Ability to create vision and develop plans that support corporate values and goals
  • Ability to effectively drive and lead organizational change
  • Results oriented with the ability to motivate teams to accomplish goals
  • Experience in connecting operational data and planning with financial/budgetary measures
  • Knowledge of customer service practices and processes
  • Supervisory management and leadership skills, including coaching and performance management
  • Organizational and process management and leadership skills
  • Written and verbal communication skills, including delivering presentations
  • Business process analysis skills
  • Attention to detail and analytical skills
  • Ability to operate independently and collaboratively within a team
  • Computer skills with Microsoft Office applications (Word, Excel, Outlook, PowerPoint)

Physical Demands & Working Conditions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Regularly required to:

  • Sit, stand and walk
  • Use hands and arms to handle, feel or reach
  • Speak and hear
  • Use close vision abilities

Occasionally required to:

  • Lift or move up to 25 lbs
  • Stoop, kneel, crouch or crawl

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Noise level

        *Low to moderate

Adverse Conditions

        *Minimal

TruGreen is committed to Diversity and Inclusion. We encourage diverse candidates to apply to this position.

We are an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities.

To learn more copy and paste this URL into your browser: www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf

TruGreen performs pre-employment testing.

Disclaimer 
The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

By providing my cell phone number, I agree that TruGreen may call or text/SMS message me on that number using an automated telephone dialing system or prerecorded or artificial voice to discuss possible employment opportunities, my account, including current and possible future services, customer service and billing.  I understand that providing my cell phone number is not required to inquire about or apply for employment or purchase services, and that I may revoke this permission at any time. 



R12536
102054

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