Senior Manager, Workforce Management (In Store/Retail)

The Senior Manager, Workforce Management (In Store/Home) is responsible for leading a team of Analysts who provide forecasting, staff planning, and scheduling support for 2,500+ In-Store and In-Home experts spanning 500+ locations. Additional responsibilities include providing Kronos WFM subject matter expertise for the department, developing and presenting analytical insights into labor optimization, ensuring all client servicing commitments are met, and scaling Asurion’s WFM support structure and processes as the business expands. The ideal candidate possesses a combination of Kronos WFM knowledge, an ability to build and implement processes, strong team and cross-functional leadership, and analytical acumen. 
Essential Duties & Responsibilities:
  • Define and execute traditional WFM processes of forecasting, staff planning, and scheduling for store and market-based employee teams.
  • Develop, refine, and execute a strategic, hiring, and short-term forecasting process for In-Store and In-Home departments.
  • Determine staffing requirements and partner with Talent Acquisition to ensure stores and markets have qualified labor to achieve business and servicing goals.
  • Manage scheduling processes to meet the needs of both the business and the employee.
  • Optimize labor force to meet servicing standards while achieving cross-functional objectives.
  • Present complex data clearly and concisely to decision makers, including senior leaders.
  • Collaborate with Finance, Analytics, Operations, Product Management, Technology, Human Resources, and Change Management business partners to communicate opportunities for business improvement and explain deviations from operating plans.
  • Partner with Technology and Human Resource partners to ensure effective implementation and utilization of WFM tools that meet security, policy, and stability standards while accomplishing business objectives.
  • Conduct other responsibilities as set by Customer Solutions leadership.
  • Track record of excellence in developing and leading teams to achieve successful outcomes in Workforce Management.
  • Intermediate to advanced ability in Kronos Workforce Management software with a focus on Forecasting and Scheduling modules.
  • Strong foundational knowledge of forecasting and scheduling principles and demonstrated ability to apply concepts.
  • Ten years of relevant experience required with Bachelor of Science degree or higher.
  • High energy and a desire to work in a results-oriented, fast paced environment.
  • Intellectual curiosity, a passion for problem-solving, comfort with ambiguity, and working under tight deadlines with high stakes.
  • Demonstrated ability to perform statistical analysis (regression and variance analysis) and data extraction/segmentation to determine business implications and make actionable recommendations.
  • Strong oral and written communication, presentation, and interpersonal skills with the ability to present insights and recommendations persuasively and confidently at all levels of the organization.
  • Moderate to advanced ability level working with MS Excel; Microsoft SQL Server a bonus.
Workforce Management
Published Yesterday
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