Enable America Jobs

101580

Corporate HR Remote, Memphis, Tennessee 38138

TruGreen accepts applications on an ongoing basis.

Job Description

Position Overview

The Workforce Management team (WFM) within the TruGreen Sales organization is responsible for providing contact center capacity that delivers a consistent wait time experience for our customers. The Real Time Supervisor will lead the Real Time Adherence (RTA) team in coordinating appropriate staffing allocation and availability of staffing in order to achieve service level goals.

Responsibilities

• Manages, coaches and develops team members in a multi-location RTA team

• Works closely with WFM team to create standard operating procedures

• Uses call center tools to monitor intra-day agent activity and forecast variances to ensure optimal staffing levels in a multi-site, multi-channel environment

• Completes root-cause analysis to determine and quantify reasons for staffing variances and recommends changes to enhance staffing efficiency and effectiveness

• Serves as an internal consultant to operations leaders regarding the use of workforce data to identify company-wide trends and recommends efficiencies/operational improvements

• Creates, maintains, and ensures accuracy of WFM real time report

​Competencies

• Business Insight – Applying knowledge of business and the marketplace to advance the organization’s goals.

• Plans and Aligns – Planning and prioritizing work to meet commitments aligned with organizational goals.

• Optimizes Work Processes – Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.

• Action Oriented – Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.

• Develops Talent – Developing people to meet both their career goals and the organization’s goals.

Education and Experience Requirements

• Bachelor's Degree in quantitative field preferred with a minimum of 3 years Workforce Management background, or an equivalent combination of education and experience.

• Supervisory experience preferred but not required

Knowledge, Skills, and Abilities

• Schedule flexibility to support customers in a 12 hour/7 day week environment

• Demonstrate understanding of applicable performance metrics and data (e.g., AHT, ASA, service levels, abandon rates, adherence)

• Knowledge of workforce management systems (e.g., IEX, Aspect, Verint) and call routing systems (e.g., Cisco, VCC)

• Competency in Microsoft Office suite (Word, Excel, PowerPoint, Outlook) required; data analysis skills with SQL a plus

• Strong understanding of workforce scheduling and forecasting

• High attention to detail, high personal standards for quality and thoroughness, and excellent written and verbal communication skills

• Ability to operate independently and collaboratively within a team

• Ability to lead a team while successfully delivering results and developing team members to their full potential

Physical Demands & Working Conditions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Regularly required to:

• Sit, stand and walk

• Use hands and arms to handle, feel or reach

• Speak and hear

Occasionally required to:

• Lift or move up to 25 lbs

• Stoop, kneel, crouch or crawl

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

• Noise level – Low to moderate

• Adverse Conditions - Minimal

  Ability to speak, read and write fluently in English is required.

  You MUST BE physically located in the United States while performing this job.

TruGreen is proud to affirm our commitment to hiring veterans. We recognize and appreciate the exceptional skills, dedication, and leadership that veterans bring to the workforce. By fostering an inclusive and diverse environment, we aim to leverage the unique experiences of veterans, creating a richer, more dynamic workplace.

Pay Ranges$54,983.00 - $91,638.00

This range is based on the qualifications necessary for the position, including experience, training, and other considerations permitted by law. Factors that may be used when making an offer may include a candidate’s skills, experience, and geographic location, the expected quality and quantity of work, and internal pay alignment, as needed. Most candidates will start in the bottom half of the pay range. The upper end of the range will generally be reserved for candidates with extensive experience. An employee’s pay history will not be a contributing factor where prohibited by local law. In addition to monetary compensation, we offer benefits, including Medical/Dental/Vision insurance and Company-matching 401(k) in addition to other programs and perks.

TruGreen is committed to Diversity and Inclusion. We encourage diverse candidates to apply to this position.

We are an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities. To learn more, please visit https://trugreen.phenompro.com/us/en/eeoc-and-eeo-policy or to request an application accommodation, please visit https://trugreen.phenompro.com/us/en/disabilities-accommodations

California Residents: When you express interest in or apply for a job with TruGreen Limited Partnership, we collect personal information about you, potentially including personal identifiers, contact information, protected classifications, pre-hire information, professional or employment-related information, education history, and/or medical information, for the following business purposes: to comply with state and federal law and regulations requiring employers to maintain certain records; to evaluate your job application and candidacy for employment; and to obtain and verify background checks (including criminal and motor vehicle records), pre-employment drug testing, and references.

TruGreen performs pre-employment testing.

To view our disclaimer, https://trugreenjobs.com/us/en/disclaimer

We offer growth, both for your career and your community. TruGreen is the nation's largest and most comprehensive provider of lawn and landscape services. We are proud to have over 200 branches across the country so that you will find opportunities with us no matter where life takes you.

Plus, we offer competitive pay and a comprehensive benefits package, including medical, dental, vision and 401k plans. With our small-company feel, tight-knit communities and 40 years of time-tested training, you will have everything you need to grow your career with us at TruGreen.

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