Workforce Management Operations Analyst in Memphis, TN at TruGreen

Date Posted: 7/9/2020

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 performing key analysis related to all contact centers. Ensures center performance is maintained at a consistently superior level as outlined by internal service level agreements and external vendor contracts. Such analysis includes forecasting of all call type volumes, forecasting staffing needs, ensuring billing is compliant with contractual guidelines, and reviewing KPI reporting prepared by the centers.


1. Analyzes key business metrics including call/transaction volumes, work product quality, client satisfaction and customer satisfaction. Provides summaries that allow for proactive management of expense-related performance including Average Handle Time (AHT), occupancy, provide selections, etc. in order to optimize expense base.
2. Provides reporting and analysis needed to produce strategic direction, planning, and execution to meet/exceed profitability productivity, brand representation and efficiency goals for TruGreen.
3. Provides reporting and analysis needed to manage performance and ensure partner satisfaction is fully delivered and contractual obligations are met.
4. Leads and supports efforts to continually improve business metrics to maximize resources and achieve operational excellence.
5. Assists in the establishment of key business metrics needed to monitor the performance of all customer call types handled by the centers.
6. Participates in client capacity planning and daily adjustments.
7. Participates in the development of the contact center budget to help ensure financial objectives are achieved.
8. Identifies revenue building and cost and saving opportunities. Recommends and implements approved process improvement initiatives.

Education and Experience Requirements

• Bachelor’s degree (B.A. or B.S.) and/or 3 - 5 years related experience or equivalent combination of education and experience
• Advanced computer skills particularly the MS Office suite
• Service Industry experience strongly preferred
• Third Party / Vendor management operations experience strongly preferred
• Technical requirements preferred: Experience with ACDs, workforce planning, CRM platform, Quality monitoring and recording systems

Knowledge, Skills, and Abilities

• Ability to analyze processes, enact change and think operationally and strategically to achieve business goals.
• Ability to learn new computer systems or software programs quickly. Business process analysis skills
• Ability to develop key performance metrics and effectively report on such metrics. Includes reporting of daily, weekly and monthly results as well as intra-day performance.
• High degree of creativity, motivation, confidence, influence, and diplomacy for success in a growing environment.
• Demonstrated strong project management and planning skills in order to successfully manage multiple, simultaneous projects. 

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
        o Low to moderate
• Adverse Conditions
        o 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.

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TruGreen performs pre-employment testing.

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.