5 hours
2017-12-152018-01-13

Workforce Manager (109270)

Home Depot, Inc.
Atlanta, GA
  • Job Code
    286062
Workforce Manager - Atlanta GA 30308 Skip Navigation
Job Details

Workforce Manager (109270)

GA - Atlanta

  • Date Posted: Oct 31, 2017
  • Company: The Home Depot
  • Travel: 0-10%
  • Functional Area: Human Resources
  • Position Type: Full-Time
  • Relocation Provided: No




Position Description:
POSITION PURPOSE

Responsible for leading workforce management for Home Depot's network of service centers supporting internal associates and candidates. This position is responsible for workforce planning for multiple contact centers including HR Service Center, Talent Acquisition Center, and Associate Advice and Counsel Group, supporting phone, email, fax, and back-office functions. This role leads the strategy for all forecasting and staff planning and requires knowledge and experience with advanced long-range forecasting, strategic planning and development, and the ability to work cross-functionally with the Operations, Human Resources, Training, and Finance departments in the development of staff planning. In addition, the role is responsible for leading a team of Workforce associates who are responsible for managing call center attendance, intraday activity and on-demand reallocation of resources, as needed.  Successful staff planning for the organization meets service, quality, and financial goals. The Manager of Workforce Management helps report and communicate key performance indicators in support of contact center operations, ad-hoc analyses, special projects, and the overall HR strategy. As a leader, this person coaches and develops associates to create best-in-class leadership and workforce management capabilities.

MAJOR TASKS, RESPONSIBILITIES, AND KEY ACCOUNTABILITIES
  • 25%-Forecasting: Develops long-range and short-range forecasts of data elements essential to contact center staff planning such as contact volume including phones, emails and faxes, average handle time, attrition, and absenteeism. 
  • 25%-Staff Planning and Scheduling: Creates and maintains a hiring and scheduling methodology to meet service level and financial goals. Analyzes contact volumes and patterns. Ensures contact center and staffing models include accurate, updated information. Develops hiring plans and schedules that create a best-in-class environment for our associates.
  • 10%-Real-Time Management: Supports intraday management of forecasts and schedules to meet the needs of associates, operational leadership, service goals, and financial goals.
  • 20%-Coaching and Development: Communicates effectively as a leader to develop high-quality team talent and capabilities. Meets regularly with team members and peers. Responsible for reviews and performance management.
  • 20%-Cross-Functional: Participates in cross-functional initiatives in support of the overall strategy. Requires the ability to provide executive-level communication and insight.
NATURE AND SCOPE
  • Reports to Director, HR Technology and Analytics.
  • Accountable for direct supervision of the work activities of others. In addition to personnel issues --including selection, termination, performance appraisal and professional development of subordinates.
ENVIRONMENTAL JOB REQUIREMENTS
Environment:
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Travel:
  • Typically requires overnight travel 5% to 10% of the time.
Additional Environmental Job Requirements:


ESSENTIAL SKILLS:
MINIMUM QUALIFICATIONS
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.

Additional Minimum Qualifications:

Education Required:
The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.
Years of Relevant Work Experience: 5 years
Physical Requirements:
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Additional Qualifications:
Preferred Qualifications:

  • Call center experience
  • Experience with scheduling systems similar to Impact 360
  • Proven experience with real-time workforce allocation
  • 5+ years managing others
Knowledge, Skills, Abilities and Competencies:
  • Leadership, Strategy, Analysis, Influence and driving change based on statistical trend analysis.
  • Strong problem-solving skills; reacts quickly and appropriately to workforce planning problems; follows up in a timely manner on issues not immediately resolvable
  • Strong analytical skills, process-oriented thinker
  • Knowledge of MS Project, MS Excel and other related computer programs
  • Possess a proven track record of managing multiple projects, proficiency with Microsoft Project, familiar with project budgeting and financial tracking, costs/benefit analysis, and creation of business justification.
  • Experience with creation of project metrics, conducting project result assessments and an understanding of change leadership fundamentals.
  • Experience with creation of associate scorecards. 


We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

Categories

  • Customer Service

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Workforce Manager (109270)

Home Depot, Inc.
Atlanta, GA

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Home Depot, Inc.
Atlanta, GA

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