Posted On: 8-29-2015
Position Title: Workforce Manager
Job Location: Southfield, MI
Company: Home Depot
Contact: Apply Online (Link – https://careers.peopleclick.com/careerscp/client_homedepot/external/jobDetails.do?functionName=getJobDetail&jobPostId=250011&localeCode=en-us )
WORKFORCE MANAGER- Southfield (93549)
MI – Southfield
Position Purpose: Accountable for leading the planning & 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 liaise with Contact Center resources to manage staffing based on call volume and metric achievement. Liaise with other internal and vendor 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.
Major Tasks, Responsibilities & Key Accountabilities:
Nature and Scope: This Position reports to Sr Manager This Position has 2 direct reports
Environmental Job Requirements: Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Travel: Typically requires overnight travel less than 10% of the time.
Standard Minimum Qualifications:
Additional Minimum Qualifications:
Education Required: The knowledge, skills and abilities typically acquired through the completion of a bachelor’s degree program or equivalent degree in a field of study related to the job.
Work Experience Required: 5 Minimum
Certifications & Licenses: Physical Requirements:
Preferred Qualifications: Call center experience Experience with Workforce Management software & scheduling systems similar to Verint Impact 360 / Blue Pumpkin
Skills, Abilities and Competencies: 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