GE Appliances, a Haier company ASI - Workforce Director in Rapid City, South Dakota
USA, Rapid City, SD
USA, Memphis, TN
Job Posting Title
ASI - Workforce Director
As a subsidiary of GE Appliances, Advanced Services Inc. (ASI) has been striving to provide excellent customer service and resolve any questions or concerns with our appliances for 30 years. During that time, we have developed a culture of celebrating and rewarding our employees, community outreach and offering exciting promotional opportunities and career paths.
The Advanced Services Inc. (ASI) Workforce Director is responsible for overseeing the forecasting, scheduling, intra-day staffing and analysis functions for a staff of 900 call agents, across two sites; one located in Rapid City, SD and the other in Memphis, TN. The business operates from 6am-8pm Monday through Saturday (seasonal Sundays) supporting Consumer Relations, Home Delivery, Product Support, Factory Service and Parts departments, as well as additional specialty teams. The objective of this position is to optimize service and ensure that the most efficient use of both internal staff and outsourcer capabilities to balance customer and employee retention with fiscal control.
For your expertise and knowledge, we offer a competitive salary, as well as a performance-based bonus program. We also offer a comprehensive benefits package, including medical, dental, vision, short-term and long-term disability, life insurance, tuition reimbursement and the ability to earn paid time off from the first day of employment. This job may be located in either Rapid City, SD, Memphis TN or Louisville, KY.
What you will Do
Own all aspects of Workforce Management for ASI
Oversee the performance and effectiveness of 5-8 workforce analysts
Coach and develop team members, provide clear direction and feedback for continuous performance improvement
Monitor the utilization of the workforce management software system to ensure that processes, settings, and calculations optimize the desired service levels
Manage responses to any escalated issues regarding WFM processes
Implement best practices in WFM across the organization to ensure consistent processes and procedures.
Forecast contact volumes
Create scheduling that considers both agent and business priorities
Monitor and improve real-time adherence
Deliver reliable and relevant reporting of WFM metrics
Maintain continuous communication and collaboration with Center Managers, Directors and both operational teams and support-functions
Influence staffing and training decisions
Cross-site, brick & mortar and work-at-home agents, 3rd-party call-taking providers
Perform WFM customer satisfaction and WFM team satisfaction surveys annually
Other duties as assigned
Ad hoc reporting and requests from Staff and Operation Directors.
Minimum five years of experience working in a contact center or similar environment, utilizing workforce planning strategies and developing workforce management teams
Minimum four years of management experience in a fast-paced environment.
Bachelor’s degree required or equivalent experience.
Demonstrated knowledge of computer basics including Microsoft Excel and Outlook.
Proven aptitude in configuring, using and maintaining workforce management systems and software applications
Ability to communicate complex concepts effectively.
Positive enthusiastic leader with strong analytical and strategic skills. History of successfully managing direct reports.
High level of business acumen with significant experience in the development and implementation of workforce management strategies.
High emotional intelligence with demonstrated track record of teamwork, team building and development of talent through coaching.
Able to work well cross functionally and maintain coordinated efforts successfully with leadership and associates.
Highest level of integrity & an outstanding reputation for business ethics
Strong problem-solving skills; able to quickly assess workforce planning issues and plan successful strategies to achieve customer satisfaction
Demonstrated leadership and organizational skills, as well as proven ability to simultaneously manage multiple projects.
Exceptional interpersonal skills, ability to manage team of diverse skill sets and backgrounds toward common goal of consumer advocacy.
What you need to Succeed
Applicable Certifications: Strategic Workforce Planning Certification, Certified Workforce Management Professional, or equivalent
Experience with Calabrio Advanced Workforce Management software
GE Appliances is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.