Sales Production & Workforce Manager in Lake Mary, FL at Sears

Date Posted: 7/4/2020

Job Snapshot

  • Employee Type:
  • Location:
    3200 Lake Emma Road
    Lake Mary, FL
  • Date Posted:
  • Job ID:

Job Description

Req/Job ID: 997368BR
Employing Entity: Transform SR Home Improvement Products LLC
Employment Category: Regular, Full-time
Job Function: Call Center
Store ID: 24620: SHP Lake Mary FL Call Ctr


The Mgr, Sales Production & Workforce is responsible for working directly with senior leadership to drive sales effectiveness by maximizing dialer productivity. This position also works directly with the Call Center Resource Coordinator team, Planning team, Field Analytics and Support, on-site analysts, Marketing and Business Intelligence in other call centers by providing information to drive optimum productivity.

Job Requirements


• Ensures accurate execution of call and staffing plans in compliance with direction from direct manager and senior business leaders
• Manages all Dialer productivity, Workforce Management, and reporting functions supporting the sales call center operations
• Ensures compliance and accurate execution of all call plans, schedules, and service level targets as directed by the Sales Production Manager and provides proactive, solutions-oriented support for the call center management and resource management teams
• Maximizes agent utilization by clearly communicating agent performance statistics to local and field management staff and executes contingency plans for system outages, closed units, or other catastrophic events
• Performs all related reporting and administrative functions in support of the local, Field, and Home Office management staff and provides real time status updates and reports to all levels of management
• Provides evaluation of Home Improvement regional and national performance in relation to the dialer/workforce support to optimize performance. Review of lead source and product mix to produce recommendations on dialer contact strategies and staffing approaches
• Analyzes all call center metrics for trends, and provides recommendations for change to all levels of management
• Performs real-time monitoring of call center performance, and partners with Customer Care Network Workforce Management Global Operations and other Workforce Management teams to make real-time decisions and ensure timely customer service and sales opportunities
• Utilizes Intranet reporting tools to direct center workforce performance opportunities and may also maintain tracking databases for auditing manual dialing analytics and associate commissions
• Ensures a positive customer service and revenue-generation focused approach to real-time monitoring of gates and skill groups
• Manages vacation, unproductive, and management investment time to ensure appropriate levels of customer service, while balancing the need of the business and improves productivity by reducing unplanned off-line time
• Maintains regular communication by contacting and coaching with members of department through monthly staff meetings and individual progress meetings with team members


• Some undergraduate education
• 3-4 years of related experience
• Up to 25% travel
• 18 years of age or older


• Minimum two (2) years call center management experience preferably in a Workforce Management role
• Working knowledge of forecasting, scheduling, adherence, operations, and monitoring tools
• Experience monitoring call volumes and schedules on a real-time basis to ensure the effective and efficient use of resources
• Working knowledge of Predictive Dialer Functions, Boolean logic, forecasting, scheduling, adherence, and monitoring tools
• Clear understanding of call center metrics and performance standards
• Working knowledge of call center planning, scheduling methodology and workforce management systems
• Excellent analytical skills
• Previous experience in a leadership or influencer role
• Exceptional customer service skills
• Demonstrated problem solving skills
• Strong communication and interpersonal skills, including the ability to present to large groups


• Experience using systems currently used at Sears (i.e., Cicso, Aspect eWFM, PRIMS, Avaya Predictive Dialer)

#HomeServices, #CallCenter