WORKFORCE ANALYST in Memphis, TN 38138 at TruGreen

Date Posted: 5/19/2018

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

Collects and analyzes scheduling, staffing, call volume and workload data. Generates schedule projections for multi-site customer service call centers to ensure optimal service levels. Provides information and recommendations to management to ensure productivity goals are in adherence to set standards. May provide ad-hoc reporting as requested.


1.     Track and monitor trends and call volumes, record daily, weekly, and monthly volume details.

2.     Monitor Workforce Management Scheduling for any deviation with agent phone/log time to exceptions.

3.     Communicate discrepancies to appropriate levels.

4.     Uses workforce management platform to forecast call volume, create schedules, and manage intraday performance.

5.     Prepare, assign and communicate daily and weekly schedules based on forecasts and allocations from Workforce Management projections.

6.     Act as a liaison among all call centers, managers, and supervisors to manage, monitor and coordinate for staffing, training, overage/shortage, changes of breaks/lunches, overtime and time off needs.

Education and Experience Requirements

  • High school diploma or general education degree (GED) required.
  • 1 to 3 years of Workforce Management & Contact Center experience; or equivalent combination of education and experience.
  • Associate’s degree from a two-year college or technical school preferred.
  • 1 to 3 years’ experience using a Workforce Management system, preferably NICE (or comparable)

Knowledge, Skills, and Abilities

  • Advanced computer skills with Microsoft Excel and proficiency with Word, Outlook, & PowerPoint
  • Oral and Written Communication Skills
  • Organization Skills
  • Analytical Skills
  • Ability to prioritize multiple tasks
  • Customer Service Skills
  • Team Development Skills
  • Time Management Skills

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

         * Low to moderate

Adverse Conditions

         * 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.

By providing my cell phone number, I agree that TruGreen may call or text/SMS message me on that number using an automated telephone dialing system or prerecorded or artificial voice to discuss possible employment opportunities, my account, including current and possible future services, customer service and billing.  I understand that providing my cell phone number is not required to inquire about or apply for employment or purchase services, and that I may revoke this permission at any time.