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  • ID
    #5027714
  • Salary
    TBD
  • Source
    ADT Security Services, Inc.
  • Date
    2020-10-14
  • Deadline
    2020-12-12

Workforce Manager

Texas, Irving 00000 Irving USA
 
Full-time

Vacancy 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!

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