-
ID
#5027714 -
Salary
TBD -
Source
ADT Security Services, Inc. -
Date
2020-10-14 -
Deadline
2020-12-12
Workforce Manager
Texas, Irving 00000 Irving USAVacancy expired!
/Company Overview:/At ADT, we’ve been in the business of helping save lives for more than 145 years. As the number one smart home security provider serving residential and business customers, our people are our most important asset. Headquartered in Boca Raton, FL and at more than 200 locations across North America, our employees help empower our customers to live more secure and confident lives. Join our team and help us protect what matters most./Position Summary:/The Workforce Manager will own the development of strategic workforce management planning including activity forecasting and long-term staff planning. This position is responsible for overseeing the workforce planning and scheduling across multiple sites (primarily Aurora, Irving, Wichita, Knoxville, Rochester, Jacksonville) and business units throughout ADT. This role primarily supports the Care organization but also provides support to the Sales, Collections, Account Management, Provisioning, CMS, and other ADT customer service centers. The objective of this position is to optimize service level targets while ensuring the most efficient use of company staffing resources. The position will be responsible for defining roles and responsibilities, and team hiring decisions. This position leads and directs a team of analysts that develop activity forecasting and staffing plans./Position Responsibilities:/Develop ADT’s forecasting and scheduling strategy
Lead and develop a team of workforce planning analysts
Coordinate and collaborate with other business units throughout ADT
Collaborates with site leadership to identify areas of improvement in improving service level performance and workforce optimization
Coordinate, drive and measure results in short and long-term forecasting, resource scheduling
Utilize WFM software tools and planning processes to generate and create optimized agent schedules and plan offline activities to ensure all SLAs and operational targets are met
Analyze contact center performance history to determine optimum off line activities as well as identifying shrinkage and occupancy issues
Review contact volume forecasts and staffing gaps with customer service management team on a daily, weekly, monthly, quarterly and annual basis.
Coordinate with customer service leadership to develop and maintain call flows, toll free number routing and call prompts, hold messaging and greetings.
Maintain relationships with external vendors who supply the software for WFM and phones systems.
Establish and maintain communication channels with business development, customer service leadership, operations management, training and marketing, regarding events that impact call and email volumes.
Provide executive level reports on workload trends & staffing requirements
Engage in overall customer service strategy and defining how to provide the best customer experience while continuing to drive maximum efficiency. This position must be able to align WFM efforts to overall customer outcomes and support company objectives.
Projects may include but not limited to; lead role on WFM software projects related to telecommunications, capacity planning, and staff planning.
Ensure schedules generated by workforce analysts at each center meet service objectives and make best use of resources
Implement a set of best practices in workforce management across all sites to ensure consistent processes and procedures
Implemented load balancing to maintain appropriate occupancy and utilization levels across sites
Develop and maintain site capacity plans
Develop and implement contingency staffing models.
Ensure adherence/compliance to national workforce management policies and procedures in all sites.
/Education/Certification: /Bachelor’s Degree required. Masters Degree or progress toward preferred or substantial career experience
/Experience:/10–15 years of business experience in subscriber based business and operations, customer service/call centers, with a minimum of 5 years of related center and/or workforce planning experience preferably within the service industry and/ or with security, and previous P&L responsibility preferred
/Skills:/Influencing business decisions in a highly matrixed organization
Business acumen to develop and foster relationships and partnerships at all levels
Exhibits strong leadership and influencing skills
Ability to quickly establish credibility and authority to drive and gain respect from leadership and other team members
Experience with WFM programs
Expert at Excel
Strong interpersonal, written and oral communication skills
Effectively engages with senior leadership and program management
Strong program management, meeting, design and facilitation skills
Understand the relationships between operational effectiveness, corporate strategy and customer satisfaction
Tenacity and persistent to promote new learning innovation to achieve the cultural shift required to help the organization Create Customers for Life
Preferred Experience: SQL code development for reporting, statistical training, visualization experience (IE Tableau), experience with VBA code
/ADT LLC is an Equal Employment Opportunity (EEO) employer. We are committed to having a diverse and inclusive workforce and do our best to foster a culture and environment where every employee feels valued. Our goal is to serve our customers and help save lives. We can achieve this goal when we have the best talent working in an environment where employees feel included and recognized. Visit us online at jobs.adt.com to learn more./Title: Workforce ManagerLocation: Texas-IrvingRequisition ID: 2014961
Vacancy expired!