Services Workforce Manager
| Company | The Home Depot |
|---|---|
| Location | Miami Beach, FL, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Master’s |
| Experience Level | Senior |
Requirements
- Must be eighteen years of age or older.
- Must be legally permitted to work in the United States.
- 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.
- 5 years of work experience.
Responsibilities
- Lead and mentor analytical professionals responsible for making large scale decisions affecting entire teams or lines of business. Drive data-driven decision making logic with respect to staffing, scheduling, and real-time levers. Clear roadblocks that prevent team members from delivering results.
- Review, validate, and question forecasts, plans, and analyses completed by direct reports. Challenge assumptions, identify trends, and communicate findings to senior leaders.
- Develop and/or interpret analysis output and presentation material for delivery to leaders at all levels. Serve as a subject matter expert, providing opinion and guidance that may not be popular or traditional if appropriate.
- Continually identify improvement opportunities with documentation, processes, models, etc. and challenge direct reports to improve efficiency and/or effectiveness.
- Leverage varied resources to find alternative and creative solutions to business problems. Develop hypotheses, testing strategy, implementation planning, validation.
Preferred Qualifications
- Master’s Degree in business, finance, human resources, or similar field
- Critical thinking and problem solving skills; ability to weigh relative costs and benefits, choose the most appropriate option, and create business justification, and influence others
- Experience leading teams through extensive change
- Extensive experience developing insightful presentations intended for senior-level leadership using Microsoft PowerPoint
- Familiarity with Verint Impact 360, Avaya CMS, and Salesforce
- Project management experience or certification with preference towards Agile
- Prior experience leading diverse teams or teams of analytical professionals.
- Prior Workforce Management experience in a large, multi-site, multi-channel Contact Center environment.