What are the responsibilities and job description for the Workforce Management Coordinator position at HomeTown Services?
Workforce Management Coordinator - Immediate Hiring!
We are seeking an experienced Workforce Management (WFM) leader to provide strategic oversight of Capacity Planning & Workforce Management, ensuring optimized staffing, forecasting, and real-time operations across our two locations. This role will serve as the primary liaison with Operations leaders, focusing on staff modeling, operational analytics, scheduling, and real-time workforce adjustments.
Key Responsibilities:
- Oversee forecasting, scheduling, and capacity planning for both sites.
- Standardize WFM practices across locations to enhance efficiency and performance.
- Drive data-driven staffing decisions to optimize service levels and productivity.
- Develop and implement a workforce management strategy, including a monthly scheduling cadence and real-time staffing adjustments to optimize performance.
- Monitor real-time adherence and intraday performance, adjusting as needed.
- Partner with Call Center Managers to address adherence challenges and improve workforce engagement.
- Translate strategic initiatives into actionable workforce models that drive resource efficiency and service-level achievement.
- Monitor SLA, ASA, Abandon Rate, Utilization, and other metrics to meet KPIs.
- Identify trends and implement process improvements for workforce efficiency.
- Ensure proper skilling models are effective.
- Leverage WFM tools (e.g. NICE, Five9, Ring Central) to enhance workforce planning.
- Provide real-time analytics and reporting to key stakeholders
- Ensure accurate call volume forecasting to reduce overstaffing and understaffing issues.
Qualifications:
Required:
- 5 years of experience in Workforce Management (preferably in multi-site or outsourced environments).
- Expertise in forecasting, scheduling, and real-time workforce monitoring.
- Proficiency in WFM tools such as Verint, NICE, RingCentral, Five9, or similar.
- Strong analytical skills with the ability to interpret data and make strategic recommendations.
- Experience collaborating with senior leadership and cross-functional teams.
- Deep understanding of contact center KPIs and performance metrics.
Preferred:
- Experience in outsourced workforce planning or vendor management.
- Familiarity with AI-based WFM tools and automation.
Benefits:
- Flexible schedule
- Paid time off
- Health, dental, and vision insurance
- Life and disability insurance
- 401k with matching
- Referral program
- Employee discount
- Paid training
Location: HomeTown Tulsa 4444 S 91st E Ave, Tulsa, OK 74145, USA
When it comes to maintaining comfort, keeping the lights on and water flowing, no one can compete with hometown heroes. HomeTown Services is a residential services provider in the South Central U.S. that provides homeowners with the highest-quality heating, AC, plumbing, and electrical repair and replacement services.
Pay: $70000 - $80000 / year
Pay:
- Bonus pay
Benefits:
- Flexible schedule
- Paid time off
- Health insurance
- Dental insurance
- Vision insurance
- Life insurance
- Disability insurance
- 401(k)
- 401(k) matching
- Referral program
- Employee discount
- Paid training
- Other
Job Type: fulltime
Schedule:
- Monday to Friday
Education: No education required
Work location: On-site
Salary : $70,000 - $80,000
