Manager, Resource Management in Lake Mary, FL at Sears Home Services

Date Posted: 6/11/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Lake Mary, FL
  • Date Posted:
    6/11/2018
  • Job ID:
    936252BR

Job Description

Req/Job ID: 936252BR
Employing Entity: Sears Home Improvement Products, Inc.
Employment Category: Regular, Full-time
Job Function: Call Center
Store ID: 24620: SHP Lake Mary FL Call Ctr

The Resource Management Manager is responsible for leading a workforce management staff and support of call center operations team, implements best practices in workforce management to ensure consistent processes delivery with data-driven, timely decisions and appropriate agent utilization and delivery of customer experience.

Job Duties/Responsibilities:
  • Assists in fostering and executing a workforce management strategy that is driven by and compliments organizational strategy
  • Performs supervisory responsibilities, including, but not limited to: making employment decisions regarding hiring, promoting, demoting, and terminating; conducting performance appraisals; and coaching and developing advisors.
  • Ensures adherence to service level targets as defined by individual line of business while performing real-time monitoring of call center performance. Works with other Workforce teams to make real-time decisions to ensure Member satisfaction, balanced service levels and offline development time for advisors
  • Analyzes call volume patterns to manage work shifts, lunches and breaks and manages the day-to-day advisor resource and workforce management-related operations of the Call Center to ensure an efficient, productive and positive work environment as well as reporting the workload trends, staffing fluctuations and escalated service issues to management and executive leadership teams

Job Requirements

Job Duties/Responsibilities:
  • Establishes and maintains communication channels regarding events that impact call center volume and communicates necessary adjustments to workforce requirements for several lines of business based on dynamic forecasts as needed.
  • Partners and collaborates with site General Manager and site leadership team to identify both planned and unplanned absenteeism for pro-active review of performance issues. Advises site leadership regarding forecasting/planning based on actual real time experience and trending.
  • Leads professional staff to efficiently utilize and develop resources, provide training and developmental opportunities. Motivates department team members through verbal encouragement, public celebration of department in individual achievements and coaching to help create and maintain a compelling place to work.
  • Develops and maintains business continuation/disaster recovery plans for site as it relates to service delivery while minimizing the impact to the Member during and after. Maintains constant communication and coordination of recovery efforts. Implements policies and procedures to standardize specific workforce management functions.
  • Develops and maintains contingency staffing models in coordination with call center managers, training, HR and peer groups to identify opportunities for service improvement and cost savings.
  • Improves management of vacation, unproductive and management investment time to ensure appropriate levels of customer service while balancing, the needs of the center and both internal and external customers.
Job Requirements:
  • In-depth knowledge of business processes and call center operations
  • Intermediate to advanced Microsoft Excel and Word skill as well as experience using other windows based programs used to warehouse, track and analyze data.
  • Knowledge of process flows and procedures at remote sites, as well as knowledge of business decisions that drive performance at the network level
  • Ability to work in a matrix team environment with the ability to work up, down and across multiple departments to bring groups to consensus
  • Clear knowledge of call center metrics and performance standards and have the ability to convert raw data into metrics and workforce management strategy
  • Working knowledge of forecasting, scheduling, adherence and monitoring methodology and tools
  • Excellent analytical skills with the ability to collect data, establish facts and draw valid conclusions
  • Proven leadership and problem solving skills with attention to detail
  • Self-motivated with the ability to motivate and lead a team
  • Ability to manage in a fast-paced call center environment to guarantee the highest level of service
  • Ability to communicate in spoken and written English well enough to be understood by direct reports, supervisors, co-workers, and customers
  • Ability to enter data and maneuver efficiently using a keyboard, operate a mouse, use telephone and headset equipment, and listen while keying information into the system
  • Ability to meet the physical requirements of sitting and some standing and walking, with bending and reaching as necessary
  • Ability to demonstrate self‐control by maintaining composure and keeping emotions in check even in difficult situations
  • All employees/associates may in the course of their duties come in contact with Credit / Debit Card Data. If this data is exposed as part of their position in the site/center, the associate must protect that data as directed and required by the compliance team to ensure SHC's compliance to current Payment Card Industry (PCI) Data Security Standards (DSS).
Preferred Skills:
  • College degree
  • Working knowledge of Aspect eWFM and call center operations systems.
Education Requirements: HS Graduate or Equivalent
Years of Related Experience: 3-4 Years
Age Requirement: 18+


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