Workforce Manager, CARE

Job Description

Tru Green 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 Tru Green an employer of choice and "a great place to work!"

The Workforce Management Team (WFM) within the Customer Care organization is responsible for providing contact center capacity that delivers a consistent wait time experience for our customers. This role manages scheduling operations of multiple call centers and is accountable for the oversight and application of the scheduling function, including policy and procedures, operating structure, and information flow of multiple call centers.

This role provides reliable resource capacity, utilization and forecast data to recommend workforce efficiencies and operational improvements to management.

• Manages, coaches, and develops a multi-location Workforce Management (WFM) team
• Sets integration priorities, develops growth strategies, and manages resources for new business opportunities
• Analyzes company-wide trends relative to scheduling and allocation of staff to ensure optimal cost effectiveness, operational efficiency and deliver quality.
• Develops, recommends, and implements metrics and measurements for workforce productivity, ROI, efficiency, and occupancy
• 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
• Oversees WFM team’s budget, cost management, long-term and intra-day performance planning process for call centers
• Serves as an internal consultant to operations leaders regarding the use of workforce data and analytics to identify company-wide trends and to recommend efficiencies and operational improvements to management
• Leads WFM team to provide reliable resource capacity planning, utilization, long-term/short-term forecasting for IB (Inbound) and OB (Outbound) call volume, arrival patterns, and staff scheduling (including training, meetings, O/T and VTO) that support business operations.
• Facilitates contact center planning efforts to develop and implement policies/procedures as well as ensures approval for staffing forecasts and related costs.
• Sets integration priorities, develops growth strategies, and manages resources for new business opportunities.

• Bachelor’s degree and 5+ years of contact center operations management, operations or analysis role, or equivalent combination of education and experience
• 1-2 years of supervisory/management experience required
• Experience with financial and operational forecasting/planning and processes required

• Knowledge of workforce management systems (e.g., IEX, Total View, Verint, Blue Pumpkin)
• Computer skills with Microsoft Office software applications (Word, Excel, PowerPoint, Outlook)
• Knowledge of call routing systems (e.g. Cisco, skill based routing)
• Knowledge of workforce scheduling software and applications
• Attention to detail and a commitment to data integrity
• Ability to manage projects and processes independently
• Should have excellent communication, problem solving, organization skills, negotiation skills.

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.

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

• 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.

• Low to moderate

• Minimal

Ability to speak, read and write fluently in English is required.

You MUST BE physically located in the…