Workforce Planning Supervisor in Tampa, FL 33610 at TruGreen

Date Posted: 7/7/2018

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

Supports operations through coordination of scheduling and staffing.  Works closely with department leaders to ensure correct staffing levels and target service levels are achieved.  Monitors real time service levels, capacity and performance to ensure daily objectives are achieved.


Responsibilities


  • Adheres to a culture of accurate, defect free work delivered with timeliness and caring.
  • Supervises, coaches, monitors, advises and provides feedback to a workforce team to meet service level and other goals.    
  • Communicates workforce data to management team, including daily service levels and call statistics.
  • Monitors key productivity metrics utilizing real time data.
  • Manages forecasting, staffing and scheduling to obtain service level and efficiency goals.
  • Develops needed schedule and skilling templates.
  • Directs staffing changes due to short and long range forecast revisions; considers the impact of staffing allocations and considers how staffing allocations will impact results
  • Coordinates and communicates training, meetings and other off-phone activities.  
  • Provides information to staff on workforce management processes and procedures.
  • Coordinates optimum distribution of calls and agent availability.
  • Ensures accurate associate documentation, such as schedule change requests and schedule adherence.
  • Ensures call routing business rules and changes are communicated and implemented.

Education and Experience Requirements

  • Associate’s degree and 3-5 years of contact center workforce analysis and forecasting experience required, or an equivalent combination of education and experience
  • Supervisory experience strongly preferred

Knowledge, Skills, and Abilities

  • Knowledge of workforce management systems (e.g., IEX, TotalView, Verint, NICE)
  • Knowledge of call routing systems (e.g., Cisco, VCC)
  • Verbal and written communication skills
  • Organizational and planning skills
  • Analytical skills
  • Ability to prioritize multiple tasks
  • Customer service skills
  • Coaching and mentoring skills
  • Skill with Microsoft Office applications (Word, Excel, Outlook, PowerPoint)
  • Problem solving and decision making skills
  • Flexibility and change 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.


To learn more copy and paste this URL into your browser: www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf


TruGreen performs pre-employment testing.


Disclaimer 
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. 




R9415