USA, Rapid City, SD
USA, Memphis, TN
**Job Posting Title**
The Workforce Manager (WFM) is responsible for overseeing the forecasting, scheduling, intra-day staffing and analysis functions of ASI. The operation includes the Rapid City, SD site and Memphis, TN site and operates from 6am-8pm Monday through Saturday (seasonal Sundays) supporting Consumer Relations, Home Delivery, Product Support, Factory Service and Parts departments, as well as additional specialty teams. The objective of this position is to optimize service and ensure that the most efficient use of both internal staff and outsourcer capabilities to balance customer and employee retention with fiscal control.
**What you will Do**
**Essential Job Duties**
+ Oversee and provide direction to workforce analysts and team leaders in all sites.
+ Recruit, hire, train and manage workforce analysts across all sites and manage the team for optimal performance.
+ Oversee the performance of the outsource providers to ensure compliance with contractual requirements.
+ Maintain communication with all site managers regarding national events that impact workload.
+ Monitor the utilization of the workforce management software system to ensure that processes, settings, and calculations optimize the desired service levels.
+ Analyze workload on an overall basis and maintain an effective allocation of work between each of the internal sites and the outsource provider.
+ Ensure the accuracy of the forecasting process is within acceptable ranges.
+ Oversee analysis and reporting processes for ASI to ensure accuracy, timeliness and usability of the data.
+ Ensure Schedules at each center meet service objectives while balancing employee satisfaction.
+ Manage responses to any escalated issues regarding WFM processes.
+ Oversee real-time monitoring processes including the application of overtime and time off utilization and rerouting of calls between sites/outsource providers.
+ Develop contingency planning for staffing models
+ Perform WFM customer satisfaction and WFM team satisfaction surveys annually.
+ Implement best practices in WFM across the organization to ensure consistent processes and procedures.
+ Ensure regulatory compliance and maintain reporting that meets the needs of the regulatory authorities.
+ Other duties as assigned,
+ Ad hoc reporting and requests from Staff and Operation Directors.
**What you need to Succeed**
+ Minimum five years of experience working in a contact center environment with at least two years of WFM experience.
+ Minimum two years of management experience in a fast-paced customer contact environment.
+ Bachelor’s degree required.
+ Demonstrated knowledge of computer basics including Microsoft Excel and Outlook.
+ Proven Aptitude of computer applications including Calabrio.
+ Ability to communicate complex concepts effectively. Willing and able to work any shift required.
+ Applicable Certifications: SWPP or CWFP.
+ Experience with a commercial WFM software package desired (with experience on Calabrio an added factor).
GE Appliances is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.