Manager, Resource Management

2018-06-12
Sears Holdings Corporation (http://jobs.sears.com/vet/learnmore_military.html)
Customer Service

/yr

  full-time   employee


LAKE MARY
Florida
United States

The Resource Management Manager is responsible for leading a workforce management staff and support of call center operations team, implements best practices in workforce management to ensure consistent processes delivery with data-driven, timely decisions and appropriate agent utilization and delivery of customer experience.

Job Duties/Responsibilities:

  • Assists in fostering and executing a workforce management strategy that is driven by and compliments organizational strategy
  • Performs supervisory responsibilities, including, but not limited to: making employment decisions regarding hiring, promoting, demoting, and terminating; conducting performance appraisals; and coaching and developing advisors.
  • Ensures adherence to service level targets as defined by individual line of business while performing real-time monitoring of call center performance. Works with other Workforce teams to make real-time decisions to ensure Member satisfaction, balanced service levels and offline development time for advisors
  • Analyzes call volume patterns to manage work shifts, lunches and breaks and manages the day-to-day advisor resource and workforce management-related operations of the Call Center to ensure an efficient, productive and positive work environment as well as reporting the workload trends, staffing fluctuations and escalated service issues to management and executive leadership teams

 

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