Position Purpose: The 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 & 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.
Major Tasks, Responsibilities & Key Accountabilities:
25%-Develop and implement comprehensive and consistent strategies, tools, and processes related to workforce planning, workload forecasting, capacity & attrition management, payroll controls and resource balancing for the Home Services contact centers.
25%-Provide expert insight and guidance into contact center industry trends, evolving processes, customer behaviors and how these impact the Home Services Contact Centers.
20%-Partner with senior leadership to identify, develop and implement strategies, policies and programs for the Services contact centers.
15%-Develop and track budget for all staffing initiatives.
15%-Develop and provide reporting relative to contact centers WFM teams.
Nature and Scope: This position reports to Sr Director
This position has 2-4 Direct Reports
Environmental Job Requirements: Environment: Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Travel: Typically requires overnight travel 20% to 50% of the time.
Standard Minimum Qualifications:
Must be eighteen years of age or older.
Must pass the Drug Test.
Must pass pre-employment test if applicable.
Additional Minimum Qualifications:
Education Required: The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.
Work Experience Required: 8 years
Minimum Age Override: 0
Certifications & Licenses: Physical Requirements: 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.
Preferred Qualifications: Master's Degree Previous WF management experience
Knowledge, Skills, Abilities and Competencies:
- 8+ years WF experience
- 5 years of leadership/management experience
- Ability to build strong relationships and effectively contribute on cross-functional teams. Strong influence skills and ability to persuade others through multiple communication methods.
- Strong presentation and communication skills.
- Sound business and financial acumen, understands the meaning and implications of key financial indicators, uses analysis to create and evaluate strategic options and opportunities.
- 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.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.