AmeriGas

Workforce Management Supervisor

Charlotte, NC

full_time

About This Job

Requisition Number: 26372

The application deadline is Wednesday, June 18th.

When you work for AmeriGas, you become a part of something BIG! Founded in 1959, AmeriGas is the nation’s premier propane company, serving over 1.5 million residential, commercial, industrial and motor fuel propane customers. Together, over 6,500 dedicated professionals will deliver over 1 billion gallons of propane from 1,800+ distribution points across the United States.

Posting

Job Summary:

The Workforce Management Supervisor leads the WFM team to ensure customer service needs are properly forecasted and met through staffing, and monitors network contact traffic to ensure efficient distribution based on staff availability. The WFM Supervisor works side-by-side with the Leadership Team to control and maintain optimal daily and monthly workforce performance to ensure customers receive an excellent experience. The WFM Supervisor ensures that volume forecasting and staffing levels are leveraged to proactively identify and provide mitigation solutions for same-day and future service level risks.

Key Characteristics:

•

Analytical – Requires the ability to understand the historical and current contact volume activity levels to accurately forecast required staffing and frontline schedules, and communicate real time concerns to manager and leadership to ensure customer service standards are met and staffing expenses are managed effectively.

•

Communication – Ability to effectively convey information to center leadership in both written and verbal form regarding Center activity, staffing needs, and customer service levels and system issues; escalates appropriately and with urgency.

•

Responsive – Must be organized, up to date with information on key contact center statistical information, and able to provide timely responses to the frontline and leadership on schedule changes and real time activity.

•

Leadership – Ability to effectively manage team performance and develop staff skills and abilities; builds a customer-focused and innovative culture

Duties and Responsibilities:

•

Forecasts - Ensures volume/staff modeling and forecast reports are complete, accurate and issued on established cadence; captures changes in volumes/trends.

•

Performance Reporting - Effectively delivers frontline and center performance reporting to enable real-time decision making.

•

Analysis - Reviews forecast and performance variances to identify evidence of effectiveness and efficiency and alerts leaders to potential issues; provides proactive analysis, key insights, and recommendations for driving business improvements.

•

Scheduling - Works collaboratively across the network to ensure effective implementation and management of work schedules, shift bids, time-off requests, and adherence management; demonstrates partnership and commitment to mutual success; identifies and reports staffing issues that negatively impact service levels.

•

Real Time Monitoring – Monitors resources, call queues and skilling management; ensures real-time performance of all professionals is monitored to ensure they are working within the guidelines established; reports infractions.

•

Performance Management - Effectively supervises team members with emphasis on completion of workforce duties, achieving results, collaboration, development, and continuous improvement.

Knowledge, Skills and Abilities:

•

Strong supervisory skills.

•

Must have applicable computer software knowledge (Excel, Access, SQL, Crystal).

•

Must enjoy working with employees at all levels.

•

Strong analytical forecasting and reporting ability.

Education and Experience Required:

•

Bachelor’s degree or equivalent experience in business.

•

Workforce Planning Certification or 4+ years experience in a capacity planning and/or resource management role.

•

Demonstrated experience with a WFM system including real time scheduling/adherence.

•

Experience working in a contact center and/ or multi-skilled environment.

Working Conditions:

•

Work occurs inside a contact center – potential for 24/7/365 day operations in future.

•

Minimal travel required.

•

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The ability to use computer and telephony systems, visual, audio, and manual dexterity capabilities are essential to the work.

AmeriGas Propane, Inc. is an Equal Opportunity Employer. The Company does not discriminate on the basis of race, color, sex, national origin, disability, age, gender identity, sexual orientation, veteran status, or any other legally protected class in its practices.

AmeriGas is a Drug Free Workplace. Candidates must be willing to submit to a pre-employment drug screen and a criminal background check. Successful applicants shall be required to pass a pre-employment drug screen as a condition of employment, and if hired, shall be subject to substance abuse testing in accordance with AmeriGas policies. As a federal contractor that engages in safety-sensitive work, AmeriGas cannot permit employees in certain positions to use medical marijuana, even if prescribed by an authorized physician. Similarly, applicants for such positions who are actively using medical marijuana may be denied hire on that basis.

The pay for this position ranges from $80,000.00 to $90,000.00 depending on circumstances including an applicant’s skills and qualifications, certain degrees and certifications, prior job experience, market data, and other relevant factors.

This is the Company’s good faith and reasonable estimate of the range of compensation for this position as of the time of posting. The Company offers a wide array of comprehensive benefit programs and services including medical, dental, vision, flexible spending and health savings accounts to our benefits-eligible employees. Additional benefits include retirement savings plans like 401(k) and paid days off such as parental leave, military leave, vacation/paid time off, sick leave in compliance with state law, as applicable, paid holidays, and disability coverage. Some benefits offerings are subject to any legal requirements or limitations, employee eligibility status, and where the employee lives and/or works.

Similar Jobs