Workforce Manager - Altanta, GA

Position Title: Workforce Manager, Atlanta, GA

Department: AV Technical Support, Labor Division

Position Overview

The Workforce Manager is responsible for managing a contractor workforce while delivering exceptional customer service. This role focuses on managing a team of AV professionals and implementing cost-saving strategies that enhance profitability, operational efficiency, and customer satisfaction.

Key Job Responsibilities

Labor Management & Event Scheduling

• Collaborate with other Workforce Managers to develop and implement strategies that improve workforce scheduling efficiency and effectiveness.
• Adapt national best practices to address regional needs while achieving corporate goals.
• Work with clients to identify and prioritize crew requirements, focusing on lead/operator positions and steward/coordinator roles.
• Continuously optimize the local workforce pool based on skill sets, hourly rates, and evolving customer service needs.

Labor Analysis

• Regularly analyze workforce data to identify opportunities for cost savings and service improvement.
• Develop clear assessments and benchmarks to reduce costs, improve service standards, and optimize crew levels, skill sets, and pay rates.
• Partner with the Senior Management team to implement action plans addressing identified opportunities.
• Create and maintain a preferred regional contractor pool, balancing technical skills with cost efficiency.

Labor Brokers & Contractors

• Manage relationships with labor brokers and contractors to ensure efficient coverage and high-quality service.
• Negotiate rates with labor brokers to reduce costs where applicable.
• Conduct regular reviews to ensure service standards and guidelines are consistently upheld.

Customer Service

• Maintain high communication standards (verbal and written) to ensure clear and accurate customer interactions.
• Profile customer requests to match the right contractor to the position.
• Uphold professional development and service standards to enhance the overall customer experience.

Reporting

• Develop reporting processes in collaboration with the AVTS Senior Management team.
• Establish actionable benchmarks and KPI’s, providing progress updates and identifying successes and challenges.
• Deliver detailed daily reports and outline specific action steps for improvement.
• Track and report outcomes of implemented strategies and events.

Duties & Responsibilities

• Create job entries in internal systems, schedule contractors, and issue purchase orders.
• Conduct weekly site visits to venues, clients, and vendors.
• Oversee, manage, and assist with show site labor, including stewarding and operator calls.
• Support Project Managers (PM’s) and Directors of Operations (DOO’s) with their labor crews.
• Hold contractors accountable to high standards of service that are in line with our contract agreement, by coaching and counselling, training, disciplinary action, and up to an including termination of contract.
• Refer potential contractors to corporate recruiting.
• Collaborate with corporate training departments to support AVTS initiatives.

Required Skills & Abilities

• Team building and morale-boosting initiatives, including quarterly exercises.
• Exceptional verbal and written communication skills.
• Strong interpersonal and customer service abilities.
• Superior organizational skills with meticulous attention to detail.
• Proven time management and deadline adherence.
• Analytical and problem-solving expertise.
• Leadership and supervisory skills.
• Ability to prioritize tasks effectively and delegate as needed.
• Capability to excel in fast-paced, and occasionally stressful environments.
• Ability to assess contractor performance fairly and impartially.
• Proficiency in Microsoft Office Suite or related software.
• In-depth knowledge of sales, operations, and service processes.
• Prolonged periods of sitting, walking, standing, and computer use.
• Ability to lift up to 50 pounds occasionally.

Required Qualifications

• High school diploma or GED equivalent required; bachelor’s degree preferred.
• At least 3 years of labor-management experience is required.
• Minimum 3 years prior experience in AV sales, operations, or a related field required.