Workforce Planning Supervisor – Tempe, AZ
Posted on 05/14/2012
Workforce Planning Supervisor
Location: Tempe, AZ
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We currently have a career opportunity for a qualified Workforce Planning Supervisor in Tempe, AZ. The selected individual will perform analytical work to support the various business needs of assigned DHL business units; prepare and analyze data and coordinate the reporting function to accurately identify data integrity issues and recommend possible system or process enhancements.
Tasks & Accountabilities:
- Sets objectives and delivers results that ensure we meet or exceed customer expectations, specifically service level and schedule adherence
- Erroneous decisions or recommendations or failure to achieve results would normally result in noticeable delays in assigned work resulting in moderate expenditure of additional time, human resources, and/or funds
- Primary input to hiring, performance, and rewards decisions for a group of service, production or support employees, perhaps assisted by subordinate team leaders or senior individual contributor employees
- Lead the Workforce team to achieve/exceed business objectives.
- Develop coach and performance management of Workforce Analysts.
- Provide leadership to projects and initiatives.
- Establish performance standards to increase productivity and service excellence, ensuring team is highly motivated.
- Development of various staffing forecasts (short and long term) and staffing schedules.
- Develop and plan the training schedule and requirements to meet staffing requirements.
- Development and maintenance of processes ensuring the successful execution of the daily schedules and delivery of service level goals.
- Track, analyze and communicate call drivers so forecasts can be completed with greater accuracy and foresight.
- Strong analytical skills
- Capacity planning for multiple call centers and workgroups.
- Expert knowledge of workforce planning tools.
- Primary contribution is supervising and coaching a team, while scheduling work for optimum efficiency and productivity of the DHL call centers and Network Command Center
- Provides day-to-day work direction
- Schedules and approves vacation and overtime
- Must supervise 2 or more employees
- Recommends process improvements for area; identifies, defines, and develops solutions to issues and problems that are not immediately evident in existing systems
- Focused on maintaining steady workflow and productivity, meeting service/productivity standards, and resolving operational problems and handling disturbances
- Assigns and checks work
- Provides guidance and training
- Provides input to hiring
- Manages overtime for DHL call centers
- Majority of time is focused on supervising employees who perform service, production, or support work
Skill & Qualifications:
- Typically requires BS/BA and 3-5+ years experience in related field, including at least one year of supervisory experience
- Complete understanding and wide application of principles, theories, and concepts in function or business area
- An advanced understanding of specific aspects of work supervised and practical application to problems and situations ordinarily encountered
- Knows and effectively uses fundamental concepts, practices, and procedures relative to quality and productivity improvements, training, budgeting and cost control, and progressive techniques in area of specialization
- Generally understands basic supervisory approaches for work direction, motivation, and disciplinary action
- Professional certification required in some areas.
Please note a resume is required to apply for all DHL positions.
If you do not have a resume readily available, please visit: https://dhl-resumebuilder.com
This program will work on both Windows and Mac operating systems.
Interested parties may apply via the DHL job site (www.workingatdhl.com)
or click here for a direct link!