Supervisor - Workforce Management - Carrier : Job Details

**Country:**

United States of America

**Location:**

CAT08: ICP-Lewisburg, TN 650 Heil-Quaker Ave, Lewisburg, TN, 37091 USA

Carrier is the leading global provider of healthy, safe and sustainable building and cold chain solutions with a world-class, diverse workforce with business segments covering HVAC, refrigeration, and fire and security. We make modern life possible by delivering safer, smarter and more sustainable services that make a difference to people and our planet while revolutionizing industry trends. This is why we come to work every day. Join us and we can make a difference together.

About this role:

The Workforce Management Supervisor will oversee the daily operations of the Workforce Management Team and act a representative of the Workforce Management team in all aspects of communications with Customer Service and Leadership teams.

Under the Supervision of this position, the Workforce Management team will be accountable for ensuring that core workforce management functions are performed, including trend analysis, staff and hiring planning, employee scheduling, and real-time management of work queues to best achieve established service level, average speed of answer, and schedule adherence goals. They will be responsible for ensuring that all call volume and staffing levels are consistently monitored and that appropriate phone and back-office coverage during peak call times is maintained. Schedules, including breaks, lunches, and all other intraday events will be managed and maintained by the Workforce Management team under the Supervision of this position.

Key Responsibilities

+ Recruiting, interviewing, hiring, and managing members of the Workforce Management Team.

+ Development of the team through education, training, meetings, and work assignments and measuring performance of individual team members through weekly 1 v 1 meeting and completion of annual Performance Connections for each member of the team.

+ Ensuring the real-time monitoring of all queues, and that the correct number of contact center agents are scheduled and available at the right times to answer the forecasted volume of incoming calls, chats, web forms, and emails.

+ Create reports from multiple systems (Five9, Salesforce, Excel) and package them to share with other key business owners to make critical business decisions on a daily, weekly, and/or monthly basis. Ensure that these reports are maintained and distributed throughout Customer Service and the Leadership teams.

+ Accountable for your team's monitoring of critical business operations and performance indicators in real-time to help make important decisions.

+ Determining and communicating all work schedules for customer-facing team members.

+ Building schedules in Five9 and ensuring they are maintained daily.

+ Oversee the management of vacation requests, attendance, skill changes, and real time efficiency.

+ Generate reports for the management team (daily, weekly, monthly) and help identify trends to promote decision making.

+ Conduct trend analysis to anticipate and recommend day-to-day changes.

+ Prepares reports for executive leadership that effectively communicate trends, patterns, and predictions using relevant data.

+ Technical Competencies:

+ Drive for Results

+ Decision Quality

+ Functional/Technical Skills View

+ Peer Relationships

Basic Qualifications:

+ Bachelors Degree

+ 1+ years of experience with contact center/workforce management systems, including Five9 or similar WFM applications

+ 1+ years of experience with Salesforce or similar CRM applications

+ 1+ years of experience analyzing call center/customer service data

Preferred Qualifications

+ 3+ years of relevant experience analyzing data

+ 3+ years of experience with contact center/workforce management systems, including Five9 or similar WFM applications

+ 1+ years of experience working with Power BI or similar

+ Team player, collaborative, adaptive

+ Ability to support users serving multiple types of customers (distributors, dealers, consumers, employees)

+ Experience with data analysis and data mining

+ Experience with designing reports and dashboards

+ Excellent problem solving skills

+ Clear communication skills and the ability to present complex information

+ Ability to identify and convey information using data

#LI-On-site

**_RSRCAR_**

**Pay Range:**

$61,213 - $107,122 Annually

**_Carrier is An Equal_** **_Opportunity/Affirmative_** **_Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class._**

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