| Manager of Resource Management |
Job Location:
Metro Area: |
Round Rock, TX
TX - Austin
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Category: |
Support Cast
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Contact Info |
Company Name: Sears Holdings Corporation
| Address: |
1300 Louis Henna Blvd.
Round Rock,
TX 78664
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Website:
Click to Visit
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Contact Name: Jeremiah Priddy
Phone: 512-248-7829
Fax: 512-248-
Apply: Submit Resume Now
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Job Description:
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To be eligible for the following position please apply to requisition 70986BR at www.searsholdings.com/careers/ or submit your resume to jeremiah.priddy@searshc.com
The Resource Management Manager is responsible for effectively managing the local Resource Management team to plan, staff, and ensure the efficient operations of the Customer Care Network. The Resource Management Manager works closely with other members of the Workforce Management Leadership team, site General Managers, site Leadership team, and members of the CCN leadership team to identify key opportunities for delivering services expected by our customers. Additionally, the Resource Management Manager will manage Center Resource Coordinators responsible for managing local staffing resources. Other responsibilities will include the management of any processes that effect staffing and productivity within the Resource Management and Workforce Management (WFM) teams. The Resource Management Manager will also perform other specific duties and projects assigned to support the Customer Care Network.
JOB RESPONSIBILITIES
? Manages the day-to-day agent resource and workforce management-related operations of the call center to ensure an efficient, productive and positive work environment.
? Ensure adherence to service level targets as defined by individual line of business.
? Perform real-time monitoring of call center performance and partner with the Global Operations and other WFM teams to make real-time decisions to ensure timely customer service.
? Manages several different lines of business within their specific performance goals.
? Develops implementation plans for new initiatives and process enhancements.
? Partners with site General Manager and site leadership team for pro-active review of performance issues.
? Utilizes intranet reporting tools to direct center performance opportunities.
? Ensures a positive and customer service focused approach to real-time monitoring.
? Balances service level attainment daily and associate off-line development time.
? Accurately load balances call volume across all functional groups (as appropriate to the site) and assists with the design of call routing changes and maintain current, accurate inventories and capacity plans to meet business needs.
? Minimizes impact to the customer during and after any system outage or emergency within the network by ensuring proper, timely communication of system problems.
? Improves management of vacation, unproductive and management investment time to ensure appropriate levels of customer service while balancing, the needs of the center, both internal and external customers.
? Improves productivity by reducing unplanned off-line time.
? Implements common resource management processes and best practices.
? Provides proactive, solutions-oriented support for the call center management and Resource Management teams.
? Provides direct supervision to direct reports. Motivates department team members through verbal encouragement, public celebration of department in individual achievements and coaching to help create and maintain a compelling place to work. Performs managerial duties including hiring, coaching, and performance management.
? Ensures continuous skill development of team members through ongoing training, cross-functional success sharing and leadership.
? Maintains regular communication; contact and coaching with members of department through monthly staff meetings and individual progress meetings with team members.
? Develops and maintain a working knowledge of lines of business within their center to better support performance objectives.
? Partners with the other branches of WFM to ensure optimal service for our internal and external customers.
? Other duties as assigned.
KNOWLEDGE, SKILLS AND ABILITIES REQUIRED TO PERFORM ESSENTIAL FUNCTIONS
• Strong verbal and written communication skills, including the ability to present to large groups.
• Demonstrates strong analytic skills.
• In-depth knowledge of business processes and call center operations.
• Proven ability to motivate and lead a team.
• Some Aspect eWFM knowledge is beneficial.
• Strong Excel knowledge and other windows based programs used to warehouse, track, and analyze data.
• Understanding of process flows and procedures at the remote sites, as well as understanding business decisions that drive performance at the network level.
• Clear understanding of human resources policies and procedures.
• Ability to work in a matrix team environment.
Education/Training
• High school diploma or equivalent.
• College degree preferred.
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