Manager Job at Oncourse Home Solutions
Who We Are
At Oncourse Home Solutions (OHS), we are a people-centric organization. We do what is right for our people so they can do their best when serving our 1.4+ million customers across the U.S. Our mission is to help homeowners navigate the unexpected, reduce costs, and make homeownership enjoyable for all. Our vision is to make our products and services accessible to all by becoming the most forward-thinking and community-driven home solutions organization of the 21st century. We are committed to fostering an environment that embraces diversity in all forms, where our employees, customers and partners feel valued, respected, and supported.
As a leader in U.S., providing home warranty and home repair services, operating under the brands American Water Resources, Pivotal Home Solutions and American Home Solutions. We partner with cities, utilities, insurance providers, retailers, financial service companies and member associations to help them maintain and protect their customers’ most important asset — their home.
We are proud equal opportunity employer, and our employment decisions are based on business needs, job requirements and individual qualifications without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, ancestry, marital status, parental status, mental or physical disability, military or veteran status, or any other basis protected by federal, state, or local law. OHS is committed to recruiting and retaining talented applicants and to providing all employees with a workplace free from discrimination and/or harassment.
Position Summary
Reporting to the Director, Contact Center Operations the
Supervisor, Workforce Management is a member of the Operations team and is responsible for planning, forecasting, scheduling and real time resource management of in-house and remote agents. We are looking for a highly analytical and results driven leader who will be responsible for managing the day-to-day scheduling, forecasting, and staffing needs of our contact center team and work closely with managers, supervisors, and agents to ensure we meet our service level agreement while maximizing efficiency and productivity. This includes analyzing data to evaluate the effectiveness of staffing strategies, provide strategic recommendations to manage OHS contact center KPIs. This position will manage a team that collaborates with all levels of OHS and gather data to provide recommendations to promote effective and efficient workforce management practices. This is a mid-level leadership role within our contact center operations and as such is highly driven, self-motivated, and can think creatively to solve problems and create solutions to support the business goals.
This position is based in our office of Naperville IL. Our office environment is a key driver of our company culture and employee experience, so a regular in-office hybrid model (generally T-TH in office and M & F remote) is required.
Responsibilities include but not limited to:
- Develop and maintain accurate forecasts for all customer contacts.
- Coach and mentor WFM team to optimize performance, drive consistency and growth of skills.
- Evaluate and manage staffing resources with multiple sites, products, skill groups and vendor partners..
- Create and maintain staff schedules that meets business needs while balancing agent preferences.
- Monitor real-time performance metrics to identify trends, opportunities, or issues, and take appropriate action as needed.
- Utilize automation tools such as chatbots or IVR systems where applicable to improve agent efficiency.
- Implement effective communication strategies with agents on schedule changes and updates.
- Collaborate with other departments such as training, QA, operations etc. to optimize business processes.
- Use workforce management software tools such as WFM platforms or Excel to analyze data, identify trends in call volume patterns or agent workload distribution etc.
- Manage internal WFM systems to analyze data and identify trends in volumes patterns or agent workload distribution etc.
- Lead and coordinate large scale and often complex OHS initiatives.
- Act as the workforce advocate for Operations Management by communicating staffing plans, improvement opportunities and workforce initiatives.
- Management of the workforce system, coordination of telephony-IVR request, and coordination and escalation of technical issues.
- Provide updates to leadership team including key performance indicators such as call drivers, handle time and forecast comparison, call volume comparison, absenteeism trending, as well as other unique behaviors and drivers
- Regular contact center reporting for internal, vendor and partner
- Coordinate and schedule offline activities to balance efficiencies and optimization to balance service level while ensuring KPI goals are achieved.
- Manage ACD / AOD while analyzing calls flow and call table performance.
- Assure contact center team is set up to meet all KPI requirements.
- Provides hiring/staffing recommendations.
- Other duties as assigned by leadership.
Excited if This is You
- 3+ years’ experience in workforce management in a fast-paced environment.
- 1+ years’ experience working as a supervisor, preferably in a real-time/intraday WFM management function.
- Strong analytical skills with the ability to utilize data effectively to identify potential problems before they occur; develop models for forecasting demand; analyze trends in volume patterns; optimize schedules.
- Excellent communication skills both written and verbal.
- Basic understanding of SQL preferred.
- Proven track record in building WFM specific analysis and implementing actions that produce results and drive continuous improvement.
- Known as a partner with a can do, optimistic, “nothing will get in my way” attitude.
- Familiarity with labor laws and regulations.
- Strong decision-making skills.
- Knowledge of chat function within a contact center from a WFM perspective.
- Knowledge of call routing and agent skilling.
- Proficient with phone system reporting and scheduling tools such as Verint or similar systems.
- Ability to demonstrate and articulate understanding of key workforce management concepts as related to forecasting, capacity planning, scheduling, real-time monitoring, call routing and performance improvement.
Education
Bachelor’s degree or comparable and relevant work experience required.
Competencies
Functional / Technical Skills- Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.
Managing and Measuring Work- Clearly assigns responsibility for tasks and decisions; sets clear objectives and measures; monitors process, progress, and results; designs feedback loops into work.
Priority Setting- Spends his/her time and the time of others on what's important; quickly zeros in on the critical few and puts the trivial many aside; can quickly sense what will help or hinder accomplishing a goal; eliminates roadblocks; creates focus.
Problem Solving- Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn't stop at the first answers.
Drive for Results- Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.
Strategic Agility- Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans.
Time Management- Uses his/her time effectively and efficiently; values time; concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities.
Computer Skills Needed to Perform this Job
- Proficiency in Microsoft and Google Suites
- Strong Excel skills required.
- Working knowledge of a WFM tool; Verint preferred
- Basic understanding of SQL preferred
- Basic understanding of telephony systems (ACD, AOD and IVR)
- Proficient with phone system reporting and scheduling tools
Please Note :
blog.nvalabs.org is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, blog.nvalabs.org provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.