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Open Hand Atlanta Inc
Atlanta, GA, United States
Job Description Job Description Residency Requirement: Primary residence must be in the state of Georgia Salary: $60,0000 per year Job Summary Open Hand seeks to offer a foodservice training program to underemployed individuals, leveraging our knowledge and expertise in food manufacturing to teach employable skills. The WDP wil
Job Source: Open Hand Atlanta IncOpen Hand Atlanta Inc
Atlanta, GA, United States
Residency Requirement: Primary residence must be in the state of Georgia Salary: $60,0000 per year Job Summary Open Hand seeks to offer a foodservice training program to underemployed individuals, leveraging our knowledge and expertise in food manufacturing to teach employable skills. The WDP will offer meaningful, hands-on experience in food se
Job Source: Open Hand Atlanta IncSociety of Workforce Planning Professionals
Atlanta, GA, United States
Position summary: Do you thrive on developing creative and innovative insights to solve complex challenges? Want to work on next-generation, cutting-edge products and services that deliver outstanding value and that are global in vision and scope? Work with other experts in your field? Work for a world-class organization that provides an exception
Job Source: Society of Workforce Planning ProfessionalsGrady Health System
Atlanta, GA, United States
Grady Health System offers many career paths for your professional growth. Whether you have many years of experience or are in the early stages on your career, you can find a rewarding position at Grady! When recruiting, we look for people who want to join our journey; who want to be a part of our culture; and who can show they can live by our co
Job Source: Grady Health SystemCarmax
Atlanta, GA, United States
9002 - Carmax Auto Finance - 225 Chastain Meadows Ct NW, Kennesaw, Georgia, 30144 CarMax, the way your career should be! About this job The Senior Manager, Dialer and Workforce Management will be responsible for leading the Dialer and Workforce Management teams for the CarMax Auto Finance (CAF) contact center by guiding the team to reach solu
Job Source: CarmaxThe Home Depot
Atlanta, GA, United States
Position Purpose: The Sr. Product Manager is responsible for assessing market needs and inspiring cross-functional product teams to find the fastest way to achieve value around those needs. The role focuses on delivering business value to drive sales, improve efficiency, and improve customer satisfaction through the production of quality products.
Job Source: The Home DepotInterContinental Hotels Group
Atlanta, GA, United States
Manager Global Workforce Capacity Planning Hotel: Corp Atlanta Ravinia, Three Ravinia Drive, Suite 100, 30346 We want to welcome you to a world of bringing True Hospitality to everyone. When you join us at IHG, you become part of our global family. A welcoming culture of warmth, honesty and a passion for providing True Hospitality. We pride ours
Job Source: InterContinental Hotels GroupIHG
Atlanta
Bringing True Hospitality to the world. We want to welcome you to a world of bringing True Hospitality to everyone. When you join us at IHG®, you become part of our global family. A welcoming culture of warmth, honesty and a passion for providing True Hospitality. We pride ourselves on letting your personality and passions shine, recognizing the in
Job Source: IHGAtlanta, GA, United States
Workforce Manager – Atlanta, GA – The Home Depot Position Description:
Position Purpose:
Responsible for leading the real-time monitoring of contact center performance, making recommendations and optimizing usage of contact center routing, resources, and communicating intra-day performance for the Online Contact Center. Develop and implement best practices and processes in real-time monitoring and management procedures. Coordinate and liaise with Contact Center resources to manage staffing based on call volume and metric achievement. Liaise with other internal and vendor contact centers to ensure consistent associate experience as well as maximize efficiencies and cost effectiveness.
Major Tasks, Responsibilities & Key Accountabilities:
40% Make staffing recommendations to management based on analysis of real-time performance. Develop and manage service escalation processes that involve routing changes (e.g., moving volume, changing messaging, etc.) and staff optimization (e.g., implementing overtime and schedule modifications.)
25% Identify trends in case types, perform root cause analysis and provide recommendations for training and/or content changes to address trends. Work closely with Training Team to implement action items related to the Command Center activities.
15% Develop and implement best practices for call handling related to the usage of systems and tools utilized to manage calls, faxes, e-mail and cases.
20% Monitor and maintain processes related to the daily functioning of the Command Center, including, work load distribution, monitoring phone queue and email box , user follow-up, closing tickets and maintaining front-end messages and system availability.
Nature and Scope:
Reports to Sr. Manager, Workforce Management
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 less than 10% of the time.
Additional Environmental Job Requirements:
ESSENTIAL SKILLS:
Standard 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
Certifications & Licenses:
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:
5+ years call center experience
Experience with contact center systems such as; Nice WFM, Cisco/Avaya, Live
Engage, Salesforce, Tableau, MS Office Suite, Zendesk
5+ years managing others
Experience leading virtual teams across multiple locations
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.
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.
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Email Alert for Workforce Manager jobs in Atlanta, GA, United States
ⓘ There was an unexpected error processing your request.
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Get ready to discover your next great opportunity.