10 days old

Services Workforce Sr. Manager

Atlanta, GA 30303
\u003Cdiv data-field=\u0022Position_Description\u0022 class=\u0022Summary\u0022\u003E\u003Cstrong\u003EPosition Purpose\u003C/strong\u003E\u003Cbr /\u003EThe Sr. Manager, Strategic Workforce Management is responsible for developing and implementing workforce planning strategy processes, auditing procedures, accurate reporting, and forecast reliability across all Services contact centers. The incumbent will be expected to drive KPI results across assigned business units, ie. year over year payroll efficiency and transactional cost, lead cross-business strategic planning team, coordinate initiatives in tandem with operations, quality \u0026 customer experience. The Sr Manager, Strategic Workforce Management is also expected to provide analytics to drive performance improvement across all of Services contact centers. The position is expected to establish and execute Services alignment on planning methodology, finance and marketing input/output shares, establish a WFM training curriculum and lead development activities for the WFM and Analytics team. The role will be expected to be a subject matter expert in advanced statistical, econometric and quantitative analytical techniques, advance modeling, capacity planning, seasonal/marketing impact drivers and business analytics. The position is also expected to create a catalog of calculations, definitions and consolidated scorecarding. \u003Cbr /\u003E\u003Cbr /\u003E\u003Cstrong\u003EMajor Tasks, Responsibilities \u0026 Key Accountabilities\u003C/strong\u003E\u003Cbr /\u003E25%-Develop and implement comprehensive and consistent strategies, tools, and processes related to workforce planning, workload forecasting, capacity \u0026 attrition management, payroll controls and resource balancing for the Home Services contact centers. \u003Cbr /\u003E25%-Provide expert insight and guidance into contact center industry trends, evolving processes, customer behaviors and how these impact the Home Services Contact Centers. \u003Cbr /\u003E20%-Partner with senior leadership to identify, develop and implement strategies, policies and programs for the Services contact centers. \u003Cbr /\u003E15%-Develop and track budget for all staffing initiatives. \u003Cbr /\u003E15%-Develop and provide reporting relative to contact centers WFM teams. \u003Cbr /\u003E\u003Cbr /\u003E\u003Cstrong\u003ENature and Scope\u003C/strong\u003E\u003Cbr /\u003EThis position reports to Sr Director This position has 2-4 Direct Reports \u003Cbr /\u003E\u003Cbr /\u003E\u003Cstrong\u003EEnvironmental Job Requirements\u003C/strong\u003E\u003Cbr /\u003EEnvironment: Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable. \u003Cbr /\u003ETravel: Typically requires overnight travel 20% to 50% of the time.\u003C/div\u003E\u003Cdiv data-field=\u0022Postion_Requirement\u0022 class=\u0022Requirement\u0022\u003E\u003Cstrong\u003EStandard Minimum Qualifications\u003C/strong\u003E\u003Cbr /\u003EMust be eighteen years of age or older. \u003Cbr /\u003EMust pass the Drug Test. \u003Cbr /\u003EMust pass Background Check. \u003Cbr /\u003EMust pass pre-employment test if applicable. \u003Cbr /\u003E\u003Cbr /\u003E\u003Cstrong\u003EAdditional Minimum Qualifications \u003C/strong\u003E\u003Cbr /\u003E\u003Cstrong\u003EEducation Required:\u003C/strong\u003E The knowledge, skills and abilities typically acquired through the completion of a bachelor\u0027s degree program or equivalent degree in a field of study related to the job.\u003Cbr /\u003E\u003Cbr /\u003E\u003Cstrong\u003EWork Experience Required:\u003C/strong\u003E 5\u002B years\u003Cbr /\u003E\u003Cbr /\u003E\u003Cstrong\u003EPhysical Requirements:\u003C/strong\u003E Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles. \u003Cbr /\u003E\u003Cbr /\u003E\u003Cstrong\u003EPreferred Qualifications:\u003C/strong\u003E Master\u0027s Degree Previous WF management experience \u003Cbr /\u003E\u003Cbr /\u003E\u003Cstrong\u003EKnowledge, Skills, Abilities and Competencies:\u003C/strong\u003E \u003Cbr /\u003E- 8\u002B years WF experience \u003Cbr /\u003E- 5 years of leadership/management experience \u003Cbr /\u003E- Ability to build strong relationships and effectively contribute on cross-functional teams. Strong influence skills and ability to persuade others through multiple communication methods. \u003Cbr /\u003E- Strong presentation and communication skills. \u003Cbr /\u003E- Sound business and financial acumen, understands the meaning and implications of key financial indicators, uses analysis to create and evaluate strategic options and opportunities. \u003Cbr /\u003E- Demonstrated leadership skills and ability to implement against a wide variety of challenges. High energy, problem solver, positive attitude, great team player, ability to partner cross functionally.\u003C/div\u003E


Posted: 2019-11-07 Expires: 2019-12-11

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Services Workforce Sr. Manager

Home Depot
Atlanta, GA 30303

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