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TruGreen · 20 hours ago

Workforce Manager

Greater Phoenix Area

Full-time

Onsite

Mid, Senior Level

$79K/yr - $132K/yr

5+ years exp

TruGreen is committed to providing personalized attention for our associates and focuses on developing dynamic teams. The Workforce Manager role involves managing scheduling operations of multiple call centers, ensuring optimal resource capacity, and recommending workforce efficiencies to enhance operational performance.

Customer ServiceLandscapingService Industry

Responsibilities

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

Qualification

Workforce management systemsFinancial forecastingOperational planningMicrosoft OfficeCall routing systemsWorkforce scheduling softwareAttention to detailProject managementCommunication skillsProblem solvingOrganizational skillsNegotiation skills

Required

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, TotalView, 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

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

You MUST BE physically located in the United States while performing this job