Workforce Management Forecasting Supervisor in Tampa, FL 33610 at TruGreen

Date Posted: 10/14/2019

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

The Workforce Management Forecasting Supervisor is responsible for generating multi-channel forecasts for the Customer Service and Call Center sales organizations as well as helping build sustainable and high performing forecast and analysis operations. The role requires data-based decision making, and a deep understanding of call center specific calculations. He/she will find trends and correlations in data sets to help improve forecasts and provide the business with actionable intelligence.

This role will be primarily responsible for forecasting but may be required to perform tasks related to scheduling, intra-day, and/or other WFM functions as required.

Responsibilities

  • Works with a team of analysts to develop both long and short-term forecasts of call center metrics for all channels, including inbound, outbound, and chat.
  • Responsible for delivery and development of the annual capacity planning function
  • Provides analysis and reports on productivity and operational results. Reports on and reconciles variances to forecast.
  • Assists operations by developing workforce staffing solutions, daily workforce schedules, and intra-daily scheduling solutions to meet/exceed business goals and objectives.
  • Works cross functionally with Marketing and Customer Service departments to gather all data and insights required to support the forecasting process.
  • Manages the day-to-day activities of Workforce Management Forecasting team.
  • Collaborates with IT to ensure integrity of data in IT systems, ensuring optimum productivity and operational results are accurately reported.
  • With management direction, develops processes to aid in the analysis of new and existing programs to increase forecasting and staffing accuracy.
  • Collaborates with Operations Department Management to identify opportunities to further optimize workforce.
  • Evaluates and recommends opportunities for process or system improvements.
  • Assist in the development and implementation of call routing strategies associated with call distribution and routing.

Competencies

  • Business Insight – Applying knowledge of business and the marketplace to advance the organization’s goals.
  • Plans and Aligns – Planning and prioritizing work to meet commitments aligned with organizational goals.
  • Optimizes Work Processes – Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.
  • Action Oriented – Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
  • Develops Talent – Developing people to meet both their career goals and the organization’s goals.

Education and Experience Requirements

  • Bachelor’s Degree in Mathematics or other quantitative field and 5 years of experience in Workforce Management or an equivalent combination of education and experience.
  • Supervisory experience preferred but not required.

Knowledge, Skills, and Abilities

  • Knowledge in forecasting, statistics, and analytics.
  • Knowledge of workforce management systems (e.g., IEX, TotalView, Verint, NICE)
  • Knowledge of call routing systems (e.g., Cisco, VCC)
  • Verbal and written communication skills
  • Organizational and planning skills
  • Ability to prioritize multiple tasks
  • Customer service skills
  • Coaching and mentoring skills
  • Problem solving and decision making skills
  • Flexibility and change management skills
  • Skill 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

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. 



R13449
102089