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Location:

2727 N Central Ave, Phoenix, Arizona 85004 United States of America

Within the U-Haul Contact Center, we’re on a mission to deliver exceptional Customer experiences every day. We’re seeking a highly motivated individual with strong strategic thinking abilities to lead all facets of workplace planning and management including forecasting, capacity, real-time, and performance analytics. The Sr. Manager, Workforce Management is pivotal in aligning workplace capabilities with business objectives, driving efficiency and improving Customer and Agent experiences across our multi-channel Operation.

This position reports directly to the Vice President, Contact Center and must successfully partner with and influence Contact Center Leadership, Management, and Front-Line Team Members. This is an exciting, yet extremely challenging opportunity in which you will have direct and impactful change on the Contact Center, Company, and Customers.

Job duties and responsibilities include, but are not limited to:

+ Lead the Workforce Management Team (Forecasting and Real-Time) responsible for forecasting, scheduling, real-time adherence, and intraday management. Manage and mentor the Team, providing leadership, guidance, and support for their professional growth and development.

+ Set performance goals and expectations for Team Members, inspect what you expect, and foster a culture of accountability and continuous improvement, along with adaptability to support organizational changes, including in response to shifting business needs.

+ Further develop and maintain workforce forecasting models using historical data, business insights, and predictive analytics.

+ Partner with Front-Line and Support Leadership to align staffing plans with strategic goals and budgets.

+ Communicate the forecasted workload and staffing needs through presentation and translation of data on a regular basis.

+ Oversight and management of real-time adjustments, intended to optimize service levels and Agent utilization.

+ Monitor and report on key metrics (i.e., service levels, occupancy, shrinkage, adherence) and proactively identify and recommend corrective actions, especially in relation to labor shortages, workforce imbalances, etc.

+ Oversight and management of all business processes, including the maintenance and creation of standard operating procedures (SOPs).

+ Drive continuous improvement of workforce planning, tools, systems, and processes. Lead change initiatives related to processes, including the rollout of new tools, systems, or organizational changes, ensuring transitions are smooth and well-communicated.

+ Manage vendor relationships, including regular maintenance, billing, and review of application efficiency.

+ Conduct best practice research and benchmarking, including with other companies and technologies.

Skills, Requirements, & Qualifications:

+ Significant experience with workforce management software, including collecting data, data analysis, and modeling short/long term forecasts and hiring plans.

+ Experience with Aspect Workforce Management Support preferred.

+ Significant experience in a Contact/Call Center environment with a strong understanding of operations, functions, and terminology.

+ Operational knowledge of Cisco and/or any intelligent call routing/ACD system(s).

+ Proven managerial experience having successfully coached, managed, and empowered Teams to routinely meet and exceed goals

+ Developing knowledge of change management principles and ability to create influence in implementing recommended solutions.

+ Strong business acumen, analytical, and communication skills, and the ability to adapt to change and implement change quickly.

+ Excellent written and verbal communication skills. Can interact with and influence decision-making by nonanalytical audiences. Successful in quickly developing relationships, rapport, and trust with individuals and teams.

+ Demonstrate creativity, enthusiasm, and the ability to critically think and ‘think outside the box.’

+ Handles sensitive/confidential information and/or data with a high degree of discretion.

+ Forward-thinking, energetic, and a desire for growing responsibility.

+ Strong adaptability and aptitude for technology. Advanced Microsoft Office skills, specifically Power Point and Excel.

+ Ability to act and respond under pressure and do so with quality results and professionalism.

+ Detail oriented, focused on the quality of work and programs. Strong organizational, project management, and problem-solving skills.

+ Positive, upbeat, self-motivated – ‘can-do’ attitude.

+ Intellectually curious, analytically rigorous, hard-working, good work ethic, and collaborative work style.

+ Ability to work independently, manage time, organize, and prioritize work across multiple projects.

This is a salaried position working on-site five days per week at U-Haul Midtown Campus in Phoenix, Arizona. Flexibility in hours and weekend availability is required.

U-Haul Holding Company, and its family of companies including U-Haul International, Inc. (“U-Haul”), continually strives to create a culture of health and wellness. Consistent with applicable state law, U-Haul will not hire or re-hire individuals who use nicotine products. The states in which U-Haul will decline to hire nicotine users are: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Pennsylvania, Texas, Utah, Vermont, Virginia, and Washington. U-Haul has observed this hiring practice since February 1, 2020 as part of our commitment to a healthy work environment for our team.

U-Haul is an equal opportunity employer. All applicants for employment will be considered without regard to race, color, religion, sex, national origin, physical or mental disability, veteran status, or any other basis protected by applicable federal, provincial, state or local law. Individual accommodations are available on requests for applicants taking part in all aspects of the selection process. Information obtained during this process will only be shared on a need to know basis.