8 days old


Atlanta, GA 30309
Job ID: 404128_en-us
Salary Range: 0.0- 0.0
Job Category: Management
Employment type: Full Time

Position Description:
Position Purpose:
The Senior Manager of Workforce Management is responsible for leading workforce management for Home Depot's network of contact centers supporting homedepot.com (Online). This position is responsible for workforce planning for multiple contact centers including internal staffing, outsource vendor management, and work-at-home staffing for several lines of business and more than 2,000 associates who support phone, chat, email, and back office functions. This role leads the strategy for all forecasting and staff planning and requires knowledge and experience with advanced long-range forecasting, strategic planning and development, and the ability to work cross-functionally with the Operations, Human Resources, Training, and Finance departments in the development of staff planning. Successful staff planning for the organization meets service, quality, and financial goals. The Senior Manager of Workforce Management helps report and communicate key performance indicators in support of contact center operations, ad-hoc analyses, special projects, and the overall Online strategy. As a leader, this person coaches and develops associates to create best-in-class leadership and workforce management capabilities.

Major Tasks, Responsibilities & Key Accountabilities:
25%-Forecasting: Develops long-range and short-range forecasts of data elements essential to contact center staff planning such as contact volume, average handle time, attrition, and absenteeism.

25%-Staff Planning and Scheduling: Creates and maintains a hiring and scheduling methodology to meet service level and financial goals. Develops hiring plans and schedules that create a best-in-class environment for our associates.

10%-Real-Time Management: Supports intraday management of forecasts and schedules to meet the needs of associates, operational leadership, service goals, and financial goals.

20%-Coaching and Development: Communicates effectively as a leader to develop high quality team talent and capabilities. Meets regularly with team members and peers. Responsible for reviews and performance management.

20%-Cross-Functional: Participates in cross-functional initiatives in support of the overall Online strategy. Requires the ability to provide executive-level communication and insight.

Nature and Scope:
This position reports to Director, Strategy and Workforce Management
This position has 3 Direct Reports

Environmental Job Requirements:
1. Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Typically requires overnight travel 5% to 20% of the time.

Additional Environmental Job Requirements:


Posted: 2022-05-12 Expires: 2022-06-11

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Home Depot, Inc.
Atlanta, GA 30309

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