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Director of Workforce Management in Memphis, TN at American Home Shield

Date Posted: 8/9/2017

Job Snapshot

Job Description

Position Overview
Directs the scheduling operations of multiple call centers. Oversees the application of the scheduling function, including policy and procedures, operating structure, and information flow of multiple call centers. Leads the design and development of contact center process improvements aligned with strategic business unit objectives that drive business unit customer satisfaction (NPS/survey improvements); customer retention increases, and top line revenue growth.

Job Responsibilities
Leads strategic planning efforts and makes recommendations of workforce efficiencies and operational improvements to call center management.
Provides analytical support in the areas of data mining, data interpretation, root cause analysis, and continuous improvement efforts.
Oversees highly complex contact center technological solution.
Evaluates call center scheduling and staffing trends to recommend schedule optimization.
Assesses operational (contact center specific) performance and develop multi faceted interventions and recommendations.
Oversees the monitoring of call center metrics including after call time, talk time, hold times, abandonment rate, website and IVR usage.
Directs the work force management operations of multiple call centers.
Evaluates the need for outsourcing, and drives the selection of a third party vendor.
Partners with business unit leaders to develop and implement short and long-term solutions to facilitate delivery of overall business strategy.
Evaluates new and existing technology to increase staff performance; assists with IVR modification to improve customer experience and call handling efficiencies.
Forecasts long-term and short-term staffing needs by utilizing workforce technology to analyze trends.
Develops business plans for workforce department operations, including budget development.
Provides IT and telecom support relative to workforce management as needed.

Job Requirements
Bachelor's degree in business, 8 years of workforce management experience required, or an equivalent combination of education and experience
Masters degree preferred
2 years of management experience required
Must have Verint WFM software experience
Expert knowledge of workforce scheduling software and applications
Strong problem solving skills
Strategic thinking /planning skills
Strong business and financial acumen
Strong Communication skills
Organizational and project management skills
Microsoft Office applications (Word, Excel, PowerPoint, Outlook, Access)

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.

ServiceMaster is committed to Diversity and Inclusion. We encourage diverse candidates to apply to this position.

Equal Opportunity Employer–minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity