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Workforce Manager - Rentokil

Workforce Manager - Rentokil

Rentokil NA
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Workforce Manager


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:

  • Scheduling and Forecasting
    • Design and maintain schedules in workforce planning system on a daily, weekly, monthly interval basis based on service level and abandonment rate objectives
    • Analyze and develop weekly recommendations for scheduling and use staffing requirements, call center and operations schedules to determine required staffing levels to ensure the organization's ability to meet operational commitments and optimize staffing forecasts
    • Develop and maintain forecasting resource and volume models
    • Maintain holiday patterns forecasts to ensure effective coverage for holidays
    • Maintain agent adherence to assigned breaks across all business days and operational hours (e.g. breaks/lunches are taken as assigned, reviewing staffing levels during unexpected peak times)
    • React to real time call center volume, productivity and pattern results to ensure staffing levels are optimized and focus on taking action accordingly, including maneuvering agents and communicating the business reasons to support any action taken
  • Agent Scorecards
    • Develop and implement call monitoring scorecard with the input of department management
    • Apply experience with call center metrics including service levels, cost per contact, customer satisfaction, average time handle, call abandonment active/waiting calls, agent performance, call center status, call resolution, adherence, talk times and sales per hour metrics
    • Manage Key Performance Indicators (KPI) related to service levels, average hold times, training completion and other metrics
    • Provide agent performance scorecard feedback to department management through use of scorecard and call monitoring observation  
  • Reporting
    • Develop and deliver customer daily, weekly, monthly, quarterly and yearly reporting
    • Create reports and dashboards of historical data and forecasting results from applicable systems
    • Identify trends of implemented solutions to determine the expected financial impacts of changes and identify any unexpected changes, both positive and negative
    • Manually pull and manipulate data export information from various mediums to feed to management
    • Perform system and application analysis to identify contact channel trends, validate accuracy and provide opportunities for improvement
    • Complete adhoc reporting and extract data from multiple systems for reporting purposes and work with department management and Market leaders to develop and edit agent scorecards by extracting data from multiple systems
    • Analyze data and develop written reports and summaries for internal sources
    • Render models of real time data from the contact center SaaS, apply findings, and present resulting reports to management with recommended improvements
  • Supervisory and Training Responsibilities 
    • Manage Workforce Management team and lead effort to obtain data needed to run business and meet standards of excellence
    • Assist with training team leaders on contact center SaaS reporting tools and metrics
    • Attend regular Quarterly Business Reviews with the contact center SaaS provider to discuss open issues and upcoming changes/enhancements to the system
  • Position Skillset
    • Possess strong analytical, organization, prioritizing and time management skills
    • Demonstrated ability to pay strict attention to detail and deliver high quality results in a deadline driven environment
    • Demonstrated knowledge of developing and implementing process improvement
    • Demonstrated successful experience applying analytical skills and project management methodologies and practices
    • Maintain confidentiality of sensitive employee, customer and company data without exception
    • Understand basic accounting principles related to workforce management costs and licensing
    • Assure new users are set up in the workforce management software prior to go live date and testing of their account prior to their training
    • Troubleshoot issues with equipment/software and escalate as necessary
    • Reset phone pins and voice-mail passwords if needed


Additional Information

Program of Study:


High School Diploma or GED

Bachelor’s degree

Business Operations or equivalent forecasting and planning experience


Type of Experience:


Telephone Customer Service background

Service industry experience







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