Manager, Workforce Management

Manager, Workforce Management

Meet Leaf Home, the leading provider of technology-driven home solutions that is on a mission to make homeownership easy. With more than 50% of consumers worried about the cost and effort of home maintenance, we focus on delivering remarkable, end-to-end experiences. Trusted by more than 1 million homeowners across US and Canada, Leaf Home is Americas largest Direct to Consumer full-service provider of branded home services and products.Leaf Home and its products, including the patented LeafFilter gutter protection system, have earned numerous awards and recognition from Good Housekeeping, Qualified Remodeler, Angi, Consumer Reports, This Old House and other consumer review platforms.

Powered by people, Leaf Home's innovative products and services are delivered with convenience, trust and quality via 200+ regional sales and installation offices along with comprehensive field support offices in Las Vegas, New York and Hudson, Ohio. We believe we win together. Leaf Home has been consistently named one of the fastest growing private companies by Inc 5000 and recognized as a top employer nationally.Benefits of working at Leaf Home are wide-ranging and include:

Industry-best compensation packages | Fully paid health, dental, vision insurance | 401k with company match | Paid Time Off including paid parental leave | Individualized career development programs | On-demand lunch program | Childcare assistance | Free gym membership | Employee assistance programs, including legal, financial planning, and counseling | Employee discount marketplace | Employee Resource Groups such as VetConnect, DEI Committee, Womens Committee

Apply today and together we will unlock millions of customers' dream homes and your dream career at Leaf Home.

Position Summary: The Workforce Manager is responsible for all reporting, analysis of real time management, scheduling, and planning of call center operations. This position will work closely with the internal teams and cross site teams and human capital operations. This position is responsible for the timely analysis of information, including but not limited to contact center trends, call volumes, patterns, etc. as well as constructing reports, models, forecasts, and recommendations to anticipate future demands and increase call center set percentage, efficiencies, and effectiveness.

Essential Duties and Responsibilities:

• Responsible for developing, maintaining, and adjusting inside sales contact center call volume and staffing models and forecasts based on historical data to be used for short-term operations and long-term budget planning.
  
• Develops and iterates a dynamic workforce management model which includes considerations for new processes, technologies and agent behaviors
  
• Maintains historical data as well as proactively adjusting the forecast for known unique events that will impact call volume.
  
• Analyzes data, including but not limited to agent performance as well as internal and external customer feedback to identify trends and/or patterns where there is an opportunity to optimize staffing hours, availability, etc.
  
• Anticipates contact volume, training sessions, team and project work, vacations, personal leave and other information to determine adequate coverage and consistent levels of customer support. Uses results of analysis to forecast call arrival and build staffing and scheduling plans to meet business unit goals and objectives.
  
• Develop and lead a team of workforce management specialists to support multi-site and multi-product call center operations.
  
• Provides traffic management support for call center operations, both directly and by providing guidance to less-experienced employees
  
• Maintains a high level of awareness of the call center activities, processes, and procedures as well as call center best practices including the transition onto Genesys Workforce Management Tool.
  
• Recommends training and development needs to maximize efficiency of staff while adhering to department and Company goals as well as staffing levels.
  
• Develops and implements escalation plans to avoid or mitigate the risks as needed.
  
• Produces monthly executive reporting pack for leadership meetings
  
• Performs other duties as assigned by supervisor.

Experience and Minimum Qualifications:

• Bachelors Degree preferred, or equivalent combination of education, training, and experience.
  
• 6+ years of experience in contact center workforce management operations
  
• 2+ years of experience in leadership capacities
  
• Thorough understanding of call center operations, technologies, and internal business processes is required to perform the essential functions as described. A working knowledge and understanding of Cisco telephony architecture is preferred.
  
• Incumbents must demonstrate the ability to create detailed planning models and forecasts, report coding, summary statistics, testing plans, and process flowcharts in custom applications with appropriate training and tools.
  
• Workforce Management software experience is required (Dialers, CMS, Genesys or similar). Incumbents must have knowledge of telephone ACD software and its reports.
  
• Must have a solid knowledge, understanding and experience with Microsoft Office Suite, specifically with Excel, Visio, Word, and Access.
  
• Ability to juggle various work activities and shift their attention from one task to another to meet the demands of different stakeholders without dropping the ball.
  
• Ability to thrive in a fast-paced, high-energy, team-oriented environment and have a roll up your sleeves and today not tomorrow mentality.
  
• Apply active listening skills through the ability to comprehend information presented and respond thoughtfully.
  
• Detail-oriented and can focus on the task at hand, no matter how minute, by finding the most efficient and effective pathway to completion.
  
• Excellent verbal and written communication skills are required for communicating with internal and external parties in a manner that is both articulate and professional.
  
• Ability to logically connect ideas, scrutinize and evaluate arguments, find inconsistencies and errors in work, solve complex problems, and engage in reflection.
  
• Ability to provide timely and empathetic help through in-person, phone, email, and social media avenues that keeps the co-worker or customers needs at the forefront of every interaction.
  
• Ability to communicate effectively, to recognize, understand, and manage ones own emotions as well as others, and foster positive working relationships across all levels of the organization.
  
• Holding oneself responsible and being self-driven in accomplishing business goals, adhering to policies and being responsible for ones own actions, performance, and decisions.
  
• Must be legally authorized to work in country of employment without sponsorship for employment visa status (e.g., H1B status).

Preferred Knowledge, Skills, Abilities or Certifications:

• Certification in Microsoft Office applications and/or selected Workforce Management solutions is preferred.
  
• Prior experience with Salesforce preferred

Travel Requirements:

• 10%-25% domestic travel required.
  
• Overtime/Additional Hours Requirements:
• Additional Hours May Be Required (Exempt Positions)

Physical Requirements

• Normal Office Environment
  
• Indoor work in a climate-controlled environment.
  
• Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.

Are We Your Company?

Diversity and Inclusion Statement
Leaf Home is committed to creating a diverse environment and is proud to be an equal opportunity employer. We strive to create an environment that embraces differences and fosters inclusion.

Equal Opportunity Statement
Leaf Home will recruit, hire, train, and promote persons in all job titles without regard to race, color, ancestry, national origin, gender identity or expression, sexual orientation, marital status, religion, age, results of genetic testing, veteran status, or physical/mental disability (except where the disability prevents the individual from being able to perform the essential functions of the job and cannot be reasonably accommodated in full compliance with the law).