The Workforce Manager maintains call center performance by determining business requirements, developing business applications and human resources, and monitoring and improving performance. The Workforce Manager prepares and produces work volume and staffing forecast dashboards, as well as comparative data on results vs. forecasts, identifies opportunities for improvement and recommends solutions. This position provides workforce management scheduling and load balancing requirements for work peaks and valleys. The person in this role makes adjustments and recommendations for optimizing scheduling to maximize service and quality for Rentokil North America’s customers.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Responsibilities and essential job functions include but are not limited to the following:
Program of Study:
High School Diploma or GED
Business Operations or equivalent forecasting and planning experience
Type of Experience:
Telephone Customer Service background
Service industry experience