Society of Workforce Planning Professionals
Orkin Customer Contact Center Workforce Manager
Society of Workforce Planning Professionals, Atlanta, Georgia, United States, 30383
Posted On:
05-26-2020Position Title:
Orkin Customer Contact Center Workforce ManagerJob Location:
Atlanta, GA – RemoteContact:
Amelia Kelly
akelly@rollins.comOrkin Customer Contact Center (OCCC)Workforce Manager Job DescriptionJob Title:
Orkin Customer Contact Center Workforce ManagerDepartment:
OCCC
Status:
ExemptReports To:
Managing Director, OCCC
Education:
High School DiplomaSummary:
At Orkin, our purpose is to help protect the world where we live, work and play. To support our customers and field locations, we have a full service National Customer Contact Center with dedicated inbound sales, web sales, lost lead sales, customer service and termite billing/claims teams. Our Workforce Manager will be responsible for the day to day operations of the workforce management team. This task will encompass monitoring and evaluating the Call Center staffing levels, call volume efficiency, and correlated satisfaction results for all areas of the business. This position requires a strong background in process improvement experience. This Manager’s top priority is to improve sales performance by optimizing agent schedules. This role is key to our success and we reward our Leaders with a competitive compensation package along with comprehensive benefits.Job Requirements:Manage and oversee the intraday process using Verint workforce management softwareWork with the scheduling and forecasting supervisor and real time analysts to produce, maintain, and bid out schedules for Sales and Customer Service teamsPlan and communicate overtime and time off as business conditions dictate.Coach and train workforce management team on processes and procedures associated with real time adherence management, interval monitoring, standards reporting and variance mitigation plan.Develop real time analysts and scheduling and forecasting supervisor to use strong mathematical approach to determining proper decision making, creating daily plans and find efficiencies (i.e. VTO)Build a proactive and continuous improving environment, always look for more effective processes and procedures.Utilize intraday management tools and staff to achieve daily / weekly / monthly service metrics, balance workload for multi-site/virtual operation, and recording team member exceptions to schedule.Maintain monthly one on one meetings with direct reports and deliver annual performance evaluations; hold team accountable to their required job performance.Build and maintain relationships with department leadersOther duties as requested by the Managing Director, VP of Sales or Senior ManagementQualifications:Demonstrated ability to formulate and execute business strategies to meet short-term / long-term goalsStrong understanding of call center best practices in intraday management, forecasting and schedulingStrong communicator that is able to collaborate across all functional areas of the businessAbility to complete tasks on‐time with sufficient attention to detail and creativityAbility to influence and motivate both direct and non‐direct reportsDemonstrated initiative & strong sense of urgencyAbility to establish strong partnerships with internal work groups.Critical thinking skills in formulating hypotheses, interpreting results, and being able to make educated guesses when data may be sparse or unavailable.Ability to work under pressure and within tight deadlines.Experience: Required5-7 years in workforce management with a results-driven company.Advanced skills in Excel and database tools.Preferred2-5 years: Experience with Verint, and other call center related technologyTravel:
Travel may be required to attend company or industry meetings and functions, or visit the Charlotte, NC contact centerPhysical Requirements:This position is classified as light work as it may require exertion of up to 25 pounds of force or lifting occasionally.Specific RequirementsTask DescriptionLift / Carry: This position must be able to lift files, forms, office supplies or other boxes from the file cabinet to the floor or from the floor to shelves and file cabinets. Requires vertically transferring boxes weighing up to 25 pounds from 28″ to 1″ or 1″ to 28″ several times daily.Sit: This position requires sitting for extended periods. Requires tolerance of seated position frequently.Visual Sense: Required Auditory Sense: RequiredVerbal: Must be able to speakMental: Must be able to read and comprehend Mental: Must be able to writeMental: Must be able to use and comprehend basic math calculations
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05-26-2020Position Title:
Orkin Customer Contact Center Workforce ManagerJob Location:
Atlanta, GA – RemoteContact:
Amelia Kelly
akelly@rollins.comOrkin Customer Contact Center (OCCC)Workforce Manager Job DescriptionJob Title:
Orkin Customer Contact Center Workforce ManagerDepartment:
OCCC
Status:
ExemptReports To:
Managing Director, OCCC
Education:
High School DiplomaSummary:
At Orkin, our purpose is to help protect the world where we live, work and play. To support our customers and field locations, we have a full service National Customer Contact Center with dedicated inbound sales, web sales, lost lead sales, customer service and termite billing/claims teams. Our Workforce Manager will be responsible for the day to day operations of the workforce management team. This task will encompass monitoring and evaluating the Call Center staffing levels, call volume efficiency, and correlated satisfaction results for all areas of the business. This position requires a strong background in process improvement experience. This Manager’s top priority is to improve sales performance by optimizing agent schedules. This role is key to our success and we reward our Leaders with a competitive compensation package along with comprehensive benefits.Job Requirements:Manage and oversee the intraday process using Verint workforce management softwareWork with the scheduling and forecasting supervisor and real time analysts to produce, maintain, and bid out schedules for Sales and Customer Service teamsPlan and communicate overtime and time off as business conditions dictate.Coach and train workforce management team on processes and procedures associated with real time adherence management, interval monitoring, standards reporting and variance mitigation plan.Develop real time analysts and scheduling and forecasting supervisor to use strong mathematical approach to determining proper decision making, creating daily plans and find efficiencies (i.e. VTO)Build a proactive and continuous improving environment, always look for more effective processes and procedures.Utilize intraday management tools and staff to achieve daily / weekly / monthly service metrics, balance workload for multi-site/virtual operation, and recording team member exceptions to schedule.Maintain monthly one on one meetings with direct reports and deliver annual performance evaluations; hold team accountable to their required job performance.Build and maintain relationships with department leadersOther duties as requested by the Managing Director, VP of Sales or Senior ManagementQualifications:Demonstrated ability to formulate and execute business strategies to meet short-term / long-term goalsStrong understanding of call center best practices in intraday management, forecasting and schedulingStrong communicator that is able to collaborate across all functional areas of the businessAbility to complete tasks on‐time with sufficient attention to detail and creativityAbility to influence and motivate both direct and non‐direct reportsDemonstrated initiative & strong sense of urgencyAbility to establish strong partnerships with internal work groups.Critical thinking skills in formulating hypotheses, interpreting results, and being able to make educated guesses when data may be sparse or unavailable.Ability to work under pressure and within tight deadlines.Experience: Required5-7 years in workforce management with a results-driven company.Advanced skills in Excel and database tools.Preferred2-5 years: Experience with Verint, and other call center related technologyTravel:
Travel may be required to attend company or industry meetings and functions, or visit the Charlotte, NC contact centerPhysical Requirements:This position is classified as light work as it may require exertion of up to 25 pounds of force or lifting occasionally.Specific RequirementsTask DescriptionLift / Carry: This position must be able to lift files, forms, office supplies or other boxes from the file cabinet to the floor or from the floor to shelves and file cabinets. Requires vertically transferring boxes weighing up to 25 pounds from 28″ to 1″ or 1″ to 28″ several times daily.Sit: This position requires sitting for extended periods. Requires tolerance of seated position frequently.Visual Sense: Required Auditory Sense: RequiredVerbal: Must be able to speakMental: Must be able to read and comprehend Mental: Must be able to writeMental: Must be able to use and comprehend basic math calculations
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