TruGreen accepts applications on an ongoing basis.

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:

The Workforce Management Team (WFM) within the Customer Care organization is responsible for providing contact center capacity that delivers a consistent wait time experience for our customers.  This role 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. This role provides reliable resource capacity, utilization and forecast data to recommend workforce efficiencies and operational improvements to management. 

Responsibilities:

• Manages, coaches, and develops a multi-location Workforce Management (WFM) team

• Sets integration priorities, develops growth strategies, and manages resources for new business opportunities

• Analyzes company-wide trends relative to scheduling and allocation of staff to ensure optimal cost effectiveness, operational efficiency and deliver quality.

• Develops, recommends, and implements metrics and measurements for workforce productivity, ROI, efficiency, and occupancy

• Performs Root Cause Analysis (RCA) on service level misses and forecast variances; develops and implements action plans to reduce or eliminate root cause and improve operational performance

• Oversees WFM team’s budget, cost management, long-term and intra-day performance planning process for call centers

• Serves as an internal consultant to operations leaders regarding the use of workforce data and analytics to identify company-wide trends and to recommend efficiencies and operational improvements to management

• 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. 

• Facilitates contact center planning efforts to develop and implement policies/procedures as well as ensures approval for staffing forecasts and related costs.

• Sets integration priorities, develops growth strategies, and manages resources for new business opportunities.

Education and Experience Requirements:

• Bachelor’s degree and 5 + years of contact center operations management, operations or analysis role, or equivalent combination of education and experience

• 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

• Should have excellent communication, problem solving, organization skills, negotiation 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

Ability to speak, read and write fluently in English is required.

You MUST BE physically located in the United States while performing this job.

TruGreen is proud to affirm our commitment to hiring veterans. We recognize and appreciate the exceptional skills, dedication, and leadership that veterans bring to the workforce. By fostering an inclusive and diverse environment, we aim to leverage the unique experiences of veterans, creating a richer, more dynamic workplace

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, please visit EEOC/EEO | TruGreen (trugreenjobs.com).
 
California Residents: When you express interest in or apply for a job with TruGreen Limited Partnership, we collect personal information about you, potentially including personal identifiers, contact information, protected classifications, pre-hire information, professional or employment-related information, education history, and/or medical information, for the following business purposes: to comply with state and federal law and regulations requiring employers to maintain certain records; to evaluate your job application and candidacy for employment; and to obtain and verify background checks (including criminal and motor vehicle records), pre-employment drug testing, and references.
 
TruGreen performs pre-employment testing.
 
To view our disclaimer, https://trugreenjobs.com/us/en/disclaimer