Workforce Manager

  • Marietta, Georgia, 30067

Purpose

Candidate will serve as Workforce Management / Real-Time Analyst in a Contact Center environment responsible for all tasks and personnel within the department. Key responsibilities will include attendance and scheduling functions, reporting, direct supervision, and other related duties as needed.

This position will also be directly responsible for supporting the Customer Care Call Center Manager and driving the development of an environment of superior customer service.

Minimum Eligibility Requirements

  • At least one year of customer service experience supervising call center agents and metrics, or an equivalent combination of education and experience sufficient to perform the essential functions of the job, as determined by the company. 
  • Additional relevant experience can be substituted for the required education on the basis of one calendar year of experience for one academic year of education.
  • Maintaining composure in dealing with customers, authorities, executives, clients, and staff, occasionally under conditions of urgency and in pressure situations.
  • Proven problem-solving and team building skills
  • Excellent organizational skills
  • Must be detail oriented and organized
  • Ability to multi-task and work in a fast-paced environment
  • Performs any other related duties as required or assigned.

Essential Job Functions

  • Manages changes to scheduling to ensure maximum productivity & efficiency
  • Works with Call Center Manager to align with customer & store needs
  • Evaluates and communicates client issues and trends to supervisor and provides recommendations
  • Ability to think strategically and identify critical success factors when developing strategy and plans for assigned areas of responsibility
  • Performs all duties inherent in the role of a manager including hiring, termination, review and development of associates
  • Solid communication skills to effectively deal with various levels of management, staff and/or outside contracts
  • Uniformly enforces policies and procedures among associates and takes appropriate actions to correct non-conforming conduct
  • Monitors attendance and schedule adherence
  • Prepares reports on staff attendance and adherence
  • Reporting daily timesheets adherence to management for reconciliation. 
  • Manages changes to scheduling to ensure adequate daily phone coverage
  • Communicates with management and operations teams to ensure compliance with company standard
  • Ensures employee hours are accurately accumulated and maintained
  • Analyzes PTO submissions and submits to management to approve/deny
  • Maintains schedule for special events (meetings, store visits, training, etc.)
  • Provides analytical support for special projects
  • Ability to communicate professionally to associates and corporate office
  • Performs any other related duties as required or assigned

Working Conditions (travel, environment)

  • Limited travel required, including air and car travel

  • While performing the duties of this job, the employee is occasionally exposed to a warehouse

       environment and moving vehicles.  The noise level in the work environment is typically quiet to  

       moderate.

Physical/Sensory Requirements

Sedentary Work – Ability to exert 10 - 20 pounds of force occasionally, and/or negligible amount of force frequently to lift, carry, push, pull or otherwise move objects.  Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time.

Equal Employment Opportunity:

Floor & Decor is an equal opportunity employer and is committed to equal opportunity for all associates and applicants.  F&D recruits, hires, trains, promotes, compensates and administers all personnel actions without regard to race, color, religion, sex, sex stereotyping, pregnancy (which includes pregnancy, childbirth and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, gender expression, national origin, age, mental or physical disability, ancestry, medical condition, marital status, military or veteran status, citizenship status, sexual orientation, genetic information or any other status protected by applicable law.

This policy applies to all areas of employment, including recruitment, testing, screening, hiring, selection for training, upgrading, transfer, demotion, layoff, discipline, termination, compensation, benefits and all other privileges, terms and conditions of employment.  This policy and the law prohibit employment discrimination against any associate or applicant on the basis of any legally protected status outlined above.

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Benefits & Rewards

  • Bonus opportunities at every level
  • Career advancement opportunities
  • Relocation opportunities across the country
  • 401k with discretionary company match
  • Employee Stock Purchase Plan
  • Referral Bonus Program
  • Corporate Discount Programs
  • Medical, Dental, Vision, Life and other Insurance Plans (subject to eligibility criteria)

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