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Customer Care Workforce Management Specialist - Full-time
•30 days ago
| Hours | Full-time |
|---|---|
| Location | FORT MYERS, FL FORT MYERS, Florida |
About this job
Are you interested in becoming Ace helpful?
Ace has been named a Top Workplace in Chicago & we're looking for the best people to help us fulfill our vision of being the best, most helpful hardware stores on the planet. We're focused on the future, looking for new & better ways to compete in today's marketplace. At Ace, we like to say that we have a soft heart, a steel spine — & we like to win. People are the foundation of what makes Ace great, & we're always looking for ways to improve the employment experience for Ace team members. What we can promise you is that you will gain a sense of accountability & ownership by working hard to build Ace's continued success, & your own. You'll enjoy a competitive, fast-paced and friendly work environment. And, you'll take pride in serving our Ace retail stores & their customers in neighborhoods across the country and around the world.
The Job
The Customer Care Workforce Management Specialist position will be responsible to develop staff schedules and corresponding staffing scenarios, based on real time business factors, i.e. vacations, call-offs and interaction volume changes. Also responsible for optimizing intraday staffing levels, including administration of schedule changes and modifying call routing to increase service levels.
What you'll do
At Ace we are looking for the best people to help us fulfill our vision of being the best, most helpful hardware stores on the planet. People are the foundation of what makes Ace great and we believe getting the support you need to shape your life today, while planning for tomorrow, is important to bringing your best self to work. We offer highly competitive benefits that address life's necessities, many of which have been expanded and improved in 2017. Some of these include comprehensive health coverage & life benefits, 401(k) retirement savings plan with generous company contributions, generous vacation allocation immediately upon start, and more.
We want to hear from you!
When most people think of career opportunities with Ace Hardware, they often think of the helpful cashiers and sales associates at their local store. However, have you also considered the people behind the scenes who select, promote, ship and process the invoices for more than 75,000 products? Maybe you haven't, but we'd like you to. Because together we help our customers take care of their homes. Come find out why a career with the Ace Hardware Corporation is one of America's best kept secrets.
Equal Opportunity Employer
Ace Hardware Corporation and its subsidiaries are committed to a policy of promoting equal employment opportunities. The company recognizes the importance of diversity and leveraging the skills and talents of all people to the mutual advantage of each individual and the organization. The company is committed to the prevention of employment discrimination related to race, religion, color, sex (including sexual harassment), gender identity, national origin, age, marital status, disability and military discharge, or any other action covered by federal or state laws.
Ace has been named a Top Workplace in Chicago & we're looking for the best people to help us fulfill our vision of being the best, most helpful hardware stores on the planet. We're focused on the future, looking for new & better ways to compete in today's marketplace. At Ace, we like to say that we have a soft heart, a steel spine — & we like to win. People are the foundation of what makes Ace great, & we're always looking for ways to improve the employment experience for Ace team members. What we can promise you is that you will gain a sense of accountability & ownership by working hard to build Ace's continued success, & your own. You'll enjoy a competitive, fast-paced and friendly work environment. And, you'll take pride in serving our Ace retail stores & their customers in neighborhoods across the country and around the world.
The Job
The Customer Care Workforce Management Specialist position will be responsible to develop staff schedules and corresponding staffing scenarios, based on real time business factors, i.e. vacations, call-offs and interaction volume changes. Also responsible for optimizing intraday staffing levels, including administration of schedule changes and modifying call routing to increase service levels.
What you'll do
- Responsible for the development of staff schedules and corresponding staffing scenarios based on real time business factors, i.e. vacation, call-offs and interaction volume changes.
- Analysis of real time and previous day volumes required to determine appropriate staffing levels each day.
- Daily recommendations to management on staffing adjustments required, to ensure management is making decisions on call center staffing based on volume trends.
- Track, analyze and report on customer care/agent performance, utilizing reports from WFM system.
- Develop and maintain WFM processes and procedures.
- Manage proactive approval and denial of discretionary activities such as training and meetings based on call center needs.
- 2+ years call center experience in a workforce management environment
- 2+ years experience with workforce management software (Uptivity preferred)
- Ability to gather and analyze statistical data and generate reports.
- Strong knowledge of Microsoft Excel, SQL experience preferred
- Ability to design/generate and implement systems necessary to collect, maintain and analyze data.
- Ability to prepare and present reports accurately and well within the time frame specified
- Ability to maintain composure in critical situations and communicate effectively, both written and verbal
- Display a high level of professionalism, integrity, and maturity
- Detail oriented with good organization and time management skills
- Strong interpersonal skills with the ability to work effectively without constant supervision.
At Ace we are looking for the best people to help us fulfill our vision of being the best, most helpful hardware stores on the planet. People are the foundation of what makes Ace great and we believe getting the support you need to shape your life today, while planning for tomorrow, is important to bringing your best self to work. We offer highly competitive benefits that address life's necessities, many of which have been expanded and improved in 2017. Some of these include comprehensive health coverage & life benefits, 401(k) retirement savings plan with generous company contributions, generous vacation allocation immediately upon start, and more.
We want to hear from you!
When most people think of career opportunities with Ace Hardware, they often think of the helpful cashiers and sales associates at their local store. However, have you also considered the people behind the scenes who select, promote, ship and process the invoices for more than 75,000 products? Maybe you haven't, but we'd like you to. Because together we help our customers take care of their homes. Come find out why a career with the Ace Hardware Corporation is one of America's best kept secrets.
Equal Opportunity Employer
Ace Hardware Corporation and its subsidiaries are committed to a policy of promoting equal employment opportunities. The company recognizes the importance of diversity and leveraging the skills and talents of all people to the mutual advantage of each individual and the organization. The company is committed to the prevention of employment discrimination related to race, religion, color, sex (including sexual harassment), gender identity, national origin, age, marital status, disability and military discharge, or any other action covered by federal or state laws.