Workforce Manager in Lowell, NC at Sonic Automotive

Date Posted: 11/18/2019

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    109 Kenworthy Avenue
    Lowell, NC
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    11/18/2019

Job Description

Job Summary:
 
The Workforce Manager performs quality assurance guidance for the Guest Experience Center.
 
Duties and Responsibilities
 
Ability to communicate efficiently and effectively with both Leadership and non-exempt employees in the GEC to develop call volume forecasts and appropriate staffing numbers to meet that forecast at Service Level goals. Work to define staffing needed for off phone activities and incorporate these into the Staffing needs/forecast.
  • Development of Full and (potentially) Part Time schedules to address forecast/staffing needs to meet production goals.
  • Partner with Sr. Leadership and Recruitment team to define staffing requirements.
  • Manage Shift Bid process (working with Senior Leadership), including defining timelines, communications with the teams involved, managing the selection process including updating the Workforce System with the new schedules/assignments.
  • On a day to day basis, track the forecast against the actuals with the intention of creating the most accurate forecast possible.
  • Schedule Training and other off phone activities as required by Leadership. These activities include regular 1-1’s, call monitor reviews and other coaching (in addition to training).
  • As much as possible, monitor queues on a real time basis during your standard work shift, reaching out to Management team when challenges are seen. Make changes to existing task assignments as needed.
  • Provide Operational Performance Reports as follows:
  • Daily, Weekly and Monthly Service Level performance by queue. Include volume forecast/actuals and Call Data/ results achieved. In addition, providing insights as to why as well as operational actions  that will be taken to overcome whatever challenges exist Provide daily, weekly and monthly Agent Adherence reporting. Working with Management, develop guidelines and set up “out of adherence” notices.
  • Over time, become the Sonic/EchoPark Subject Matter Expert (SME) on Contact Center Technology and best practices with the intention of continual process improvements. 
Qualifications:

Bachelor’s degree preferred.
Experience (2 ) years in a sales or Business Development Center (BDC) environment.
Prior supervision experience required.
Retail automotive industry knowledge preferred.


 Knowledge, Skills and Abilities
•         Ability to monitor and record improvements in performance.
•         Ability to provide feedback and demonstrate a variety of coaching methods.
•         Ability to write reports, and business correspondence. 
•         Ability to communicate effectively both orally and in writing.
•         Ability to build and maintain effective working relationships.
•         Strong attention to detail.
 
 
 
 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 
 
 

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