• Manager, Workforce Management

    Whirlpool Corporation (Benton Harbor, MI)


    ABOUT WHIRLPOOL CORPORATION

    Whirlpool Corporation (NYSE: WHR) is a leading kitchen and laundry appliance company, in constant pursuit of improving life at home and inspiring generations with our brands. The company is driving meaningful innovation to meet the evolving needs of consumers through its iconic brand portfolio, including Whirlpool, KitchenAid, JennAir, Maytag, Amana, Brastemp, Consul, and InSinkErator. In 2023, the company reported approximately $19 billion in annual sales, 59,000 employees, and 55 manufacturing and technology research centers. Additional information about the company can be found at WhirlpoolCorp.com.

     

    The team you will be a part of

     

    This role is within the Consumer Services Strategy & Operations teams and will work closely with business operations playing a crucial role in optimizing an organization's labor resources.

     

    This role in summary

     

    Whirlpool is currently seeking a qualified candidate to fill a critical Manager, Workforce Management role at our Riverview Campus in Benton Harbor, Michigan, or our Customer Experience Center in Cleveland, Tennessee. The primary goal of this role is to ensure that the right number of people with the right skills are in the right place at the right time to meet business demands. This involves a blend of forecasting, scheduling, and real-time management. \#LI-DD1

    Your responsibilities will include

    + **Forecasting:**

    + Analyzing historical data and trends to predict future workload volumes (e.g., call volume, customer traffic).

    + Considering factors like seasonality, promotions, and economic conditions to create accurate forecasts.

    + **Scheduling:**

    + Developing and managing employee schedules that align with forecasted demand.

    + Balancing staffing needs with employee availability and preferences.

    + Handling time-off requests and shift changes.

    + **Real-Time Management:**

    + Monitoring real-time performance metrics (e.g., service levels, adherence to schedules).

    + Making adjustments to staffing levels as needed to respond to unexpected fluctuations in demand.

    + Managing intraday activities to ensure efficiency.

    + **Performance Analysis and Reporting:**

    + Generating reports on key performance indicators (KPIs) related to workforce efficiency.

    + Analyzing data to identify trends and areas for improvement.

    + Providing insights and recommendations to management.

    + **Workforce Optimization:**

    + Utilizing workforce managment software and tools to optimize scheduling and resource allocation.

    + Identifying and implementing process improvements to enhance efficiency.

    + Ensuring compliance with labor laws and company policies.

    + **Technology Proficiency:**

    + Being proficient in the use of workforce managment software.

    + Understanding the capabilities of related systems, such as contact center platforms and HR systems.

    Minimum requirements

    + Bachelors Degree

    + 3+ years of experience in a Contact Center, Production Planning or Supply Chain

    + 3+ Prior experience in a workforce management role or a closely related analytical role

    Preferred skills and experiences

    + Experience with workforce management software and tools such as NICE, Verint, Calabrio, or Aspect.

    + Strong analytical and problem-solving skills.

    + Excellent communication and interpersonal skills.

    + Proficiency in data analysis and reporting.

    + Ability to work effectively under pressure and in a fast-paced environment.

    + Knowledge of workforce management principles and best practices.

    + Strong organizational skills.

     

    What we offer

     

    Generous benefits package (https://www.whirlpoolcareers.com/work-with-us-ca-experienced/) , Whirlpool employee discount, fitness & educational reimbursement programs, kitchenettes, and more! Saint Joseph/Benton Harbor locations: Beautiful, recently renovated office space, free coffee, biking/walking trails, and access to The Eddy - Early Childhood Center (depending upon availability - additional costs required).

     

    Additional information

    Whirlpool’s Ways of Working

    Our goal is to provide an environment that helps you bring your best to Whirlpool every day. While employees in this role work in-person Monday through Friday. We offer flexibility and industry-leading time-off benefits that will help you balance what’s important at work and at home, including:

     

    + Always On Flexibility - You will have the autonomy to manage personal, family, and outside-of-work commitments as needed.

    + Two-Week Work from Anywhere - Minimum of one-week increments for a total of two weeks per year.

    + Sabbatical - Four weeks paid leave after every five years of service.

     

    Connect with us and learn more about Whirlpool Corporation

     

    See what it's like to work at Whirlpool by visiting Whirlpool Careers (http://www.whirlpoolcareers.com/) . Additional information about the company can be found on Facebook (http://www.facebook.com/WhirlpoolCorp/) , Twitter (http://twitter.com/whirlpoolcorp) , LinkedIn (http://www.linkedin.com/company/whirlpool-corporation/life/) , Instagram (http://www.instagram.com/whirlpoolcorp/) and YouTube (http://www.youtube.com/user/WhirlpoolCorporation) .

     

    At Whirlpool Corporation, we value and celebrate diversity. Whirlpool Corporation is committed to equal employment opportunity and prohibits any discrimination on the basis of race or ethnicity, religion, sex, pregnancy, gender expression or identity, sexual orientation, age, physical or mental disability, veteran status, or any other category protected by applicable law.