HomeServe USA

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Manager, Workforce Management

Manager, Workforce Management

Job ID 
2017-2525
Job Locations 
US-TN-Chattanooga
Category 
Operations

More information about this job

Overview

Company Information

 

HomeServe USA, ranked as a 2016 Top Work Place, provides emergency repair plans which are like roadside assistance for your home.  Our vision is to become the top-of-mind solution for consumers when something goes wrong in their home.  Our incredible growth is fueled by a dynamic team who values collaboration, innovation and delivering exceptional customer service, all while working in a fun and friendly environment. HomeServe USA is part of a global organization that serves millions of customers in the US, UK, France, Italy and Spain.  Come see why you should work for HomeServe USA!

 

 

Position Overview

 

 

The Manager, Workforce Management is responsible for the leadership and development of the Workforce team members, ensuring that critical contact center metrics and objectives are met, sustained and evaluated as necessary to continually improve business performance.   The Manager is tasked with monitoring the day-to-day activities of the team, while partnering with Operations leaders to develop contact center strategies and subsequent tactics based on company-wide goals and objectives. To be successful, the incumbent must maintain a favorable work environment and develop solid working relationships with Operations and various support functions.

 

Responsibilities

 

  • Manage all Workforce functions and teams ensuring that operational metrics are achieved to deliver world class service for HomeServe customers. Metrics include but are not limited to Service Levels, Occupancy/Shrinkage, and Calls to Forecast.
  • Drive real time strategies including IVR call routing, agent skilling, vendor utilization, cross training, shrinkage management and capacity utilization.
  • Support processing of all vendor invoices to ensure accuracy and billing in accordance with various contracts.
  • Assist in providing the broader organization with reporting specific to call volume and service level attainment. Develop strategies to implement automated reporting functionality where relevant.
  • Establish proactive seasonal staffing strategies and partner with all sites and vendors to validate implementation readiness.
  • Own, develop and document operational processes that deliver enhanced performance across all channels, while ensuring adherence to established compliance standards.
  • Manage and analyze financial metrics relating to operational areas, ensuring they remain aligned with budgeted objectives.
  • Oversee the resolution of performance related issues, recommending improvements to solve for root cause, and implementing plans to prevent recurrence.
  • Establish excellent working relationships with team members and department contacts in order to maintain and continuously improve the level of service provided.
  • Coach and develop team members toward attainment of career goals.
  • Sustain an already strong culture and champion cultural enhancements that align with the high standards HomeServe has come to expect.
  • Other Duties as assigned.

 

 

 

Qualifications/Skills

 

  • Previous Workforce Management experience.
  • Ability to drive high performance work teams.
  • Experience and understanding of staffing, queues, and performance measures.
  • Proficiency with Excel.
  • Adept at managing multiple priorities and tasks in a fast-paced environment.
  • Strong written and verbal communication skills with the ability to drive and effectively communicate change.
  • Good reasoning abilities and sound judgment. Tactful, flexible and people oriented.
  • Demonstrated communication and interpersonal skills.
  • Ability to work in a team environment.
  • Ability to drive a sense of urgency to ensure both internal and external customers are served in a timely manner.
  • Ability to motivate and lead through tactical leadership built from strategic vision.
  • Strong ability to analyze call trends and take appropriate actions.
  • College degree strongly preferred.
  • Proactively identifying and acting upon process improvement initiatives that increase customer satisfaction and reduce operational expense.

 

 

 

Desired Skills:

  • Working knowledge of call center dynamics, verbiage and methodologies.
  • Proficiency with IEX scheduling software.
  • Experience in multi-site call center management.

 

 

 

 

In return we offer

  • Competitive compensation
  • Career development and advancement opportunities
  • Business-casual attire throughout the week
  • Friendly, open and team oriented work atmosphere
  • Excellent benefits including generous medical, vision, dental and life & disability insurance
  • 401(k) plan with a company match

 

HomeServe USA is an affirmative action / equal opportunity employer.