Workforce Specialist

Lowe's Companies, Inc. Wilkesboro, NC
The Workforce Management (WFM) Workflow Specialist will partner with the Lowe's management team, assign out specific specialty and offline workload to employees, monitor real time workload productivity to ensure optimum efficiencies, and will work to ensure acceptable service levels, time to serve, and activity completion rates are met.

This position is also responsible for the assignment of offline workload (customer e-mails, resolve e-mail spam and duplicates, receipt requests, cc services, exceptions, CDO activities, outbound Sales leads and opportunities, Repair Services, social media, third-party vendor activities, faxes, and hard mail), real-time analysis of workload together with monitoring and adjusting staff resources to meet volume demands and performance goals.

On a regular and continuous basis, the WFM Workflow Specialist must exercise judgment, integrity and assume responsibility for decisions, consequences and results having an impact on people, cost and quality of service within the Lowe's organization.

Responsibilities

* Assign offline/specialty workload (leads, opportunities, and activities) to appropriately trained staff while balancing overall workload with available resources

* Monitor established Time to Serve goals to ensure operational benchmarks and Customer expectations are met

* Track productivity and efficiency and communicate deviations to members of operations leadership and/or program managers

* Complete and manage schedule exceptions/adjustments for the contact center offline/specialty departments

* Identify and communicate expected periods of extreme overstaffing and coordinate with business leadership, LOE, and other groups as needed to better utilize paid resources

* Partner with WFM Forward Planning Analysts and WFM Scheduling Specialists to communicate deviations in staffing, both in a short-term and long-term capacity

* Act as point-of-contact for all members of operations regarding workload assignment and productivity

* Prepare daily/weekly/monthly and ad-hoc reports and distribute to leadership upon request

* Review daily and weekly workload reports and recommend productivity and efficiency improvements

* Implement and design Standard Operating Procedures for the WFM Workflow team

* Compile and analyze information to answer business questions posed by members of leadership and business departments

* Participate in weekly staff sessions with Forward Planning, Scheduling, Operations, and Programs team to ensure understanding of long-term staffing plans/needs

* Provide daily phone support for call center leadership

* Special Projects as assigned

* Proven ability to effectively balance priorities and workload with a high level of attention to detail

* Ability to work in a high paced environment while demonstrating sound decision making skills

* Manage multiple outlook calendars and e-mail accounts

* Develop strong working relationships within the Lowe's organization to ensure efficient and effective problem solving and issue resolution

* Intermediate or above Microsoft Office (I.e. Excel, Word, PowerPoint) knowledge

* Knowledge of contact center metrics, key performance indicators, agent behavioral trends (shrinkage), and other factors that affect productivity

Required Education/Experience:

* High School Diploma or GED Equivalent

* 1+ years of Call/Contact Center, Workforce Management

Preferred Education/Experience:

* Associate's Degree in Math / Business-General Studies

* WFM Systems, Excel

* 1+ years of experience of Technical Training

Lowe's Companies, Inc. (NYSE: LOW) is a FORTUNEĀ® 50 home improvement company serving more than 18 million customers a week in the United States, Canada and Mexico. With fiscal year 2017 sales of $68.6 billion, Lowe's and its related businesses operate or service more than 2,390 home improvement and hardware stores and employ over 310,000 people. Founded in 1946 and based in Mooresville, N.C., Lowe's supports the communities it serves through programs that focus on K-12 public education and community improvement projects. For more information, visit Lowes.com

Lowe's is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity or expression, marital status, veteran status, genetics or any other category protected under applicable law.