Strategic Workforce Planner – Real-Time Ops & Scheduling

Scotts Miracle-Gro; Minneapolis (MN); On-site; USD 36,000 - 43,000; Full time

Benefits offered by this job

Medical & Dental

Vision

Life insurance

401(k) match

Stock purchase plan

Wellness reimbursement

Fertility assistance

Family leave

Job summary

Scotts Miracle-Gro is seeking a Specialist, Workforce Management to optimize contact center performance, forecast volumes, and build strategic schedules. You will ensure adequate coverage across channels while tracking KPIs and SLAs, collaborating with internal teams and external vendors.

The role emphasizes data-driven decision-making, process improvements, and strong communication to balance business goals with employee satisfaction.

Qualifications

• Experience in workforce management or contact center operations.
• Familiarity with real-time performance monitoring tools.
• Proficiency with WFM tools (IEX, Verint).
• Strong Excel and reporting capabilities.
• Ability to collaborate across cross-functional teams.
• Attention to detail with financial data and fraud risk assessments.
• Knowledge of Salesforce, SAP or other CRM/ERP platforms.

Responsibilities

• Monitor agent availability and adjust schedules in real time to meet service levels.
• Manage staffing plans and skill sets for efficient routing.
• Predict workload using past trends and seasonality; build capacity models.
• Participate in meetings with Operations, Training, Knowledge and vendors.
• Manage the Consumer Services mail flow and document routing.
• Contribute to IT rollouts and system changes related to Consumer Services.

Skills

Real-time monitoring

Forecasting capacity

Excel reporting

Cross-functional collaboration

Fraud risk

WFM tools

Tools

IEX

Verint

Salesforce

SAP

Job description

Scotts Miracle-Gro is seeking a Specialist, Workforce Management to optimize contact center performance, forecast volumes, and build strategic schedules. You will ensure adequate coverage across channels while tracking KPIs and SLAs, collaborating with internal teams and external vendors.

The role emphasizes data-driven decision-making, process improvements, and strong communication to balance business goals with employee satisfaction.