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Director Workforce & Vendor Management in Memphis, TN at Terminix

Date Posted: 11/20/2018

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 the strategic planning efforts and vendor relationship.  Makes recommendations of workforce efficiencies and operation improvements to call center management. 
  • Oversees highly complex contact center technological solution and service level agreements, continually seeks optimal value in services from strategic vendors, reviews and monitors performance and return-on-investment metrics and initiates contract modifications as appropriate
  • Establishes standards and procedures for evaluating vendor products and services, pursuing new vendors as necessary.  Evaluates call center scheduling and staffing trends to recommend schedule optimization.
  • Directs the work force management operations of multiple call centers.  Aligns with leaders to ensure satisfaction with delivered services and to address any problems or concerns
  • Launches programs and then manages programs with the strategic vendor that drive increasing value for the organization
  • Creates measures for the quality and timeliness of delivery of services
  • Develops deep, strategic relationships with vendor partners that can be leveraged when needed. Develops business plans for workforce department operations, including budget development
  • Oversees the monitoring of call center metrics including after call time, talk time, hold times, abandonment rate, website and IVR usage.  Identifies negotiation opportunities to enhance, develop, and implement a supplier oversight program.
  • Proactively works to reduce costs and improve productivity (continuous improvement).  Evaluates new and existing technology to increase staff performance.
  • Forecasts long-term and short-term staffing needs by utilizing workforce technology to analyze trends.  Leads and facilitates periodic supplier performance assessments, identifies opportunities to increase value based on needs and establish plans for supplier improvement
  • Communicates effectively up and down the organizational hierarchy
  • Provides training, mentoring, and support to teams and stakeholders in vendor management best practices.
  • Stays current on latest vendor management best practices
  • Mentors others to help them build capabilities
  • Improves overall efficiency and effectiveness of vendor management team


Job Requirements

  • Bachelor's degree in business or a related field and 8 years of workforce and vendor management experience required, or an equivalent combination of education and experience
  • Masters degree preferred
  • 2 years of management experience required
  • Experience with applicable workforce scheduling software preferred/li>
  • 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)


Physical Demands and Working Conditions

The physical demands are representative of those that must be met by an employee to perform the essential function to this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Incumbent must be prepared to:

  • Move up to 10 pounds occasionally, by lifting, carrying, pushing, pulling, or otherwise repositioning objects.
  • Sitting for long periods of time while using office equipment such as computers, phones and etc.
  • Fingering and Repetitive motions; such as movement of wrists, hands and fingers while picking, pinching and typing during your normal working environment.
  • Express or exchange ideas with others through the use of spoken word, quickly, accurately, and at an easily audible volume, and receive detailed information through oral communication at usual speaking levels without correction, and/or make fine discriminations in the nature of sounds in the environment.


Incumbent is required to have:

  • Close visual acuity to perform detail oriented activities at distances close to the eyes, as well as visual acuity to perform activities at or within arm’s reach with skill, control, and accuracy, such as preparing and analyzing data, viewing computer screen and expansive reading.

Incumbent will be subject to:

  • Inside working conditions: The change of building environment such as with or without air conditioning and heating.

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