Workforce Coordinator

HD Supply Management, LLC (USA); New Braunfels (TX); On-site; USD 52,000 - 72,000; Full time

Job summary

HD Supply is seeking a Workforce Scheduling Specialist to assist in managing day-to-day operations based on plans from Workforce Planning Analysts. You will monitor workloads, process time off requests, answer associate inquiries, and help balance resources to meet service level objectives; support call center reporting and other technologies.

Located in a call center environment, the role coordinates real-time workloads, schedules time off for training, and provides daily reports.

Qualifications

• Previous call center experience.
• Workforce management experience.
• HS Diploma or GED strongly preferred.

Responsibilities

• Coordinates real-time management of workloads and resources for the center.
• Schedules associate time off the phones for training, meetings, and other business purposes.
• Ensures all system coverage is maintained and scheduled.
• Provides daily reports for assigned areas within the contact centers.
• Verifies contingent labor hours and corrects discrepancies.
• Performs other duties and projects as assigned.

Skills

Call center experience

Workforce management

Education

HS Diploma or GED

Job description

Preferred Qualifications

• Previous call center experience.
• Workforce management experience.

Job Summary

Responsible for assisting in managing day-to-day operations based upon plan set by Workforce Planning Analysts to include processing time off requests, answering associate inquiries, etc. Monitor daily incoming workloads and balance resources to meet service level objectives and assist with managing associate schedules. Support call center reporting, allocation and other call center technologies.

Major Tasks, Responsibilities, and Key Accountabilities

• Coordinates real-time management of workloads and resources for the center.
• Schedules associate time off the phones for training, meetings, and other business purposes.
• Ensures all system coverage is maintained and scheduled.
• Provides daily reports for assigned areas within the contact centers.
• Verifies contingent labor hours and corrects discrepancies.
• Performs other duties and projects as assigned.

Nature and Scope

Refers complex, unusual problems to supervisor. Under general supervision, exercises some judgment in accordance with well-defined policies, procedures, and techniques. Work typically involves regular review of output by a senior coworker or supervisor. None.

Work Environment

Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable. Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles. No travel required.

Education and Experience

HS Diploma or GED strongly preferred. Specialized skills training/certification may be required. Generally 2-5 years of experience in area of responsibility.

Our Goals for Diversity, Equity, and Inclusion

We are committed to creating a culture that promotes equity, respect, and advocacy for every HD Supply associate.

We value the diversity of our people.

Equal Employment Opportunity

HD Supply is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

At HD Supply, we believe that our core purpose is to improve our associates’ lives and equip them with the tools needed to provide exceptional customer experiences every day.

As one of the largest industrial distributors in North America, we enable our customers’ success by consistently delivering what they need, where and when they need it. HD SUPPLY has more than 80 years of experience supporting our customers with leadership positions in the maintenance, repair and operations (MRO). With 44 distribution centers spread across 25 states and two Canadian provinces, HD Supply provides an expansive offering of approximately 200,000 SKUs featuring high-quality, name-brand and proprietary products - all at competitive prices. Combine this with our industry-leading, value-add services - including localized jobsite delivery, will-call and direct-ship options, diversified logistics and innovative solutions - and you can see why our more than 300,000 customers continue to trust HD Supply as their first choice supplier for getting the job done.