Customer Care Workforce Manager

The Company

Do you aim high? Are you genuinely helpful? Are you looking for a place where you can make a difference, receive ongoing support and training, and build a rewarding, long-lasting career? Then you may be a good fit for FirstService Residential, North America’s foremost property management firm. We are all about our associates, and as we continue to grow, we are looking for even more quality people who share our dedication to doing what is right, improving residents’ quality of life, building great relationships, and truly making a difference for their clients, their colleagues and themselves. Is that you? If so, we think you should get to know us.

Job Summary

This role will provide exceptional customer service and support to our internal Associates and Leadership team. Aside from being a direct point of escalation or support for the Workforce Analyst(s) and the Workforce Team Leader, the Workforce Manager will also work closely with the team regarding forecasting, scheduling, time off and all functions for current and future call volume and scheduling aspects of Customer Care. The role is also responsible for providing quality and efficient real-time, historical, and planned reporting to the Customer Care Leadership team. Included providing reporting to Customer Care leadership, real-time adherence and schedule adjustments via workforce software and being a backup resource for floor support. This is a people leader role responsible for coaching, mentoring, developing the Workforce team Analysts and Team Leader, and supporting them in their day-to-day functions. This position will support Operations and Support Services including a payroll auditing function as well.

Job Responsibilities

Essential Duties & Responsibilities - Workforce Manager

• Responsible for tracking associate time and call volume trends/patterns using daily, weekly, and monthly measurements and use workforce optimization software to improve efficiency and forecast staffing needs taking contact volume and headcount requirements into account and working closely with the National Care Center Director to assist in maximizing utilization of associates and helping manage costs of the department based on call handling performance.
• Overseeing the Workforce team to assist with scheduling, processing time off requests, and generating reports to show productivity and performance changes through historical and/or real-time reporting and support.
• Responsible for overseeing the productivity of the Customer Care department by assessing, analyzing, and reporting associate productivity at the individual, team, site, and departmental levels while working closely with the Operations Manager(s) and National Director.
• Responsible for assisting with ADP auditing from an associate, team, site and departmental level and reporting on inaccuracies and correcting issues while working alongside Operations and Human Resources.
• 50% Leadership & Support responsibilities for Workforce Team and related functions / 15% payroll auditing responsibilities / 15% Systems and IT-related internal support / 20% Recruiting-related internal support
• Responsible for compliance with attendance, dress code, and all Company policies
• Leader back up in both Customer Care sites, as required
• Perform other duties as assigned

Additional Duties & Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Provides quality level of service to all internal and external customers and associates via timely, thorough, and responsive communication. Follows through to resolve problems promptly and professionally.
• Represents the Company’s brand - is positive and constructive in addressing problems
• Actively promotes a positive image of the Company and its associates.
• Demonstrates problem-solving abilities; takes ownership of problems until resolved and follows up to ensure customer satisfaction
• Demonstrates organizational skills and ability to independently prioritize daily workload.
• Ability to draft correspondence and respond to inquiries and client concerns effectively and independently.
• Develops and maintains solid working knowledge of procedures, and policies relevant to the job. Must work effectively with co-workers, customers, and others by listening and objectively considering ideas and suggestions from others; keeping commitments; keeping others informed of work progress, timetables, and issues; addressing problems and issues constructively to find mutually acceptable and practical business solutions; addressing others by name, title, or other respectful identifier, and respecting the diversity of our workforce.
• Ensure all safety precautions are followed while performing the work.
• Follow all policies and Standard Operating Procedures as instructed by Management.

Education & Experience

• Must have a minimum of 5years previous Call Center Managerial experience
• Must have a minimum of a GED or a High school diploma
• Must have a minimum of 5-years previous Workforce Managerial experience

Knowledge, Skills & Proficiencies

• Proficient in English. Other languages are a plus
• Strong general math skills. Able to calculate figures and amounts
• Capable of analyzing statistical requirements
• Must be proficient with computer programs needed for specific position including Connect, Calabrio, Microsoft Outlook, Word, Excel, and all other internal programs required
• Proficiency with Microsoft Office tools, particularly Excel and Power BI or other visualization applications an asset
• Excellent analytical, problem solving and decision-making skills
• Self-starter with the ability to prioritize and multi-task to meet deadlines
• Highly organized and attentive to detail excellent customer service and interpersonal skills
• Ability to meet deadlines and work well under pressure
• Strong verbal and written communication skills
• Ability to work in a team environment as well as independently and be self-driven
• Critical thinking, complex problem solving, and sound decision-making ability
• Ability to define problems, collect data, establish facts, and draw valid conclusions
• Detail oriented and strong organizational and multi-tasking skills.

Physical Requirements / Working Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to sit for extended periods of time.
• Must have finger dexterity for typing/using a keyboard.
• The employee must work at a personal computer and be on the phone for extended periods of time.
• Must be able to lift 35lbs.