What are the responsibilities and job description for the Supervisor, Workforce Management position at AMH?
Job Description
Since 2012, we've grown to become one of the leading single-family rental companies and homebuilders in the country, recently recognized as a top employer by Fortune and Great Place To Work®. At AMH, our goal is to simplify the experience of leasing a home through professional management and maintenance support, so our residents can focus on what really matters to them, wherever they are in life.
The Supervisor, Workforce Management oversees the day-to-day responsibilities of workforce management staff within the Contact Center department. Develops workforce management strategies, policies, and procedures to improve results and demonstrates leadership in implementing changes. Participates in quality initiatives and ensures adherence to contractual obligations and industry/federal regulations. Analyzes contact center trends, call volumes, patterns, etc. and provides reports, forecasts, and recommendations for planning purposes as well as to increase call center efficiencies and effectiveness. Problems faced may be difficult but typically are not complex. Ensures policies, practices and procedures are understood and followed by direct reports, customers, and stakeholders.
Responsibilities:
At AMH, we know what it takes to feel at home. That’s not just our product; it’s also our culture. We work to maintain a people-first culture of trust, belonging, and inclusion, where our employees are empowered to collaborate and take initiative. If you’re ready to elevate your career, we hope you'll consider making your home with us. Apply today and a member of our Talent Acquisition team will reach out soon! To learn more about our workplace, please visit amh.com/careers. ,
CA Privacy Notice: To learn more about what information we collect when you apply for a job, and how we use that information, please see our CA Job Applicant Privacy Notice found at http://employeeprivacy.amh.com/
Since 2012, we've grown to become one of the leading single-family rental companies and homebuilders in the country, recently recognized as a top employer by Fortune and Great Place To Work®. At AMH, our goal is to simplify the experience of leasing a home through professional management and maintenance support, so our residents can focus on what really matters to them, wherever they are in life.
The Supervisor, Workforce Management oversees the day-to-day responsibilities of workforce management staff within the Contact Center department. Develops workforce management strategies, policies, and procedures to improve results and demonstrates leadership in implementing changes. Participates in quality initiatives and ensures adherence to contractual obligations and industry/federal regulations. Analyzes contact center trends, call volumes, patterns, etc. and provides reports, forecasts, and recommendations for planning purposes as well as to increase call center efficiencies and effectiveness. Problems faced may be difficult but typically are not complex. Ensures policies, practices and procedures are understood and followed by direct reports, customers, and stakeholders.
Responsibilities:
- Monitors call volume of inbound call traffic to assess and allocate resources based on customer demand. Creates and delivers statistical modeling, forecasting, scheduling, reporting, data analysis, and real time contact center performance stats to senior management and/or key stakeholders. Develops and drives improvements to action plans and key contact center performance metrics. Ensures service levels are met by recommending staffing strategies, coordinating staffing needs, and off phone activities to increase efficiency.
- Coaches, develops, and motivates a team of workforce management staff to ensure positioned for success. Provides a supportive environment that encourages staff to increase their knowledge, skills, and experience to meet the needs of the department more effectively in its current state as well as planning for future requirements. Ensures work is completed within established budget and timelines. Provides routine cadence of performance coaching and feedback including regularly scheduled performance summaries.
- Communicates and delivers accurate monthly/weekly/daily/intraday forecasts and alignment with call routing applications to management. Creates accurate forecasting techniques for multi-channel operations. Evaluates departmental performance and provides recommendations and corrective action plans to help drive improvements and increased efficiencies.
- Oversees and evaluates the intake of customer service and maintenance calls to ensure calls are properly resolved and escalated to the appropriate department in a timely manner.
- Collaborates with key stakeholders internally and externally to present and review departmental results, data analysis, strategies, and provides recommendations towards desired outcomes. Ensures the contact center is positioned appropriately to achieve departmental short-term and long-term performance objectives.
- In accordance with applicable policies/procedures and Federal/State laws, may perform the following supervisory responsibilities: Interviewing, hiring orienting and training employees; planning, assigning, and directing work; coaching and appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
- High School Diploma / GED required.
- Bachelor’s Degree in Business Management, Business Administration, Finance, Communications, and/or related field preferred.
- Minimum of 3 years of experience in Contact Center, Workforce Management, Customer Service, and/or related field.
- Minimum of 1 year of supervisory experience, managing direct reports required.
- Advanced experience and knowledge in Microsoft Applications (Word, Excel, PowerPoint, etc.).
- Intermediate knowledge of CRM, Nice Incontact IEX & Engage a plus (or similar WFM systems).
- Excellent verbal and written communication and presentation skills.
- Ability to interact effectively with all levels of employees.
- Excellent planning, organizing, leadership/supervisory skills.
- Ability to focus/align staff around critical initiatives.
- Ability to be an effective leader.
- Capable of handling multiple tasks while maintaining priorities.
At AMH, we know what it takes to feel at home. That’s not just our product; it’s also our culture. We work to maintain a people-first culture of trust, belonging, and inclusion, where our employees are empowered to collaborate and take initiative. If you’re ready to elevate your career, we hope you'll consider making your home with us. Apply today and a member of our Talent Acquisition team will reach out soon! To learn more about our workplace, please visit amh.com/careers. ,
CA Privacy Notice: To learn more about what information we collect when you apply for a job, and how we use that information, please see our CA Job Applicant Privacy Notice found at http://employeeprivacy.amh.com/
