MGR WORKFORCE in Memphis, TN 38138 at TruGreen

Date Posted: 5/10/2018

Job Snapshot

Job Description

TruGreen is committed to providing personalized attention for our associates. We focus on developing our people by building proud, dynamic teams while helping associates reach their personal and professional goals. We continuously strive to make TruGreen an employer of choice and "a great place to work!"

Position Overview
Manager of Workforce manages scheduling operations of multiple call centers and is accountable for the oversight and application of the scheduling function, including policy and procedures, operating structure, and information flow of multiple call centers. Manager of Workforce will analyze company-wide trends relative to scheduling and allocation of staff to ensure optimal cost effectiveness, operational efficiency and deliver quality. This role provides reliable resource capacity, utilization and forecast data to recommend workforce efficiencies and operational improvements to management.


1. Manages, coaches, and develops a multi-location Workforce Management (WFM) team consisting of data analysts, intra-day real-timers, and forecasting planners.
2. 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.
3. Facilitates contact center planning efforts to develop and implement policies/procedures as well as ensures approval for staffing forecasts and related costs.
4. Develops, recommends, and implements metrics and measurements for workforce productivity, ROI, efficiency and occupancy.
5. Oversees WFM team’s budget, cost management, long-term and intra-day performance planning process for call centers.
6. Serves as an internal consultant to operations leaders regarding the use of workforce data and analytics to identify company-wide trends recommend efficiencies and operational improvements to management.

Education and Experience Requirements

• Associate’s degree and 5 + years of contact center operations management, operations or analysis role, or equivalent combination of education and experience
• BA / BS preferred
• 1-2 years of supervisory/management experience required
• Experience with financial and operational forecasting/planning and processes required

Knowledge, Skills, and Abilities

• 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

Physical Demands & Working Conditions

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

Regularly required to:
• Sit, stand and walk
• Use hands and arms to handle, feel or reach
• Speak and hear
• Use close vision abilities

Occasionally required to:
• Lift or move up to 25 lbs
• Stoop, kneel, crouch or crawl

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
Noise level
        o Low to moderate

Adverse Conditions
        o Minimal

TruGreen is committed to Diversity and Inclusion.  We encourage diverse candidates to apply to this position.

We are an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities

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TruGreen performs pre-employment testing.

The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.