Director - Workforce Management
Company: AmeriGas Propane, Inc.
Posted on: October 3, 2021
When you work for AmeriGas, you become a part of something BIG!
Founded in 1959, AmeriGas is the nation’s premiere propane company,
serving over 1.5 million residential, commercial, industrial and
motor fuel propane customers. Together, over 6,500 dedicated
professionals will deliver over 1 billion gallons of propane from
1,800+ distribution points across the United States.
The Director, Workforce Management (“WFM”) leads and manages the
planning and support functions in the Customer Experience Centers
(CES). He/She leads the workforce, reporting and planning
teams and is the business owner for call center automation. The
director is responsible for the overall performance to targeted
standards in service levels, budget, employee ramping, employee
satisfaction and efficiency, through a combination of targeted
coaching and feedback to leaders, business acumen, and
collaboration with the center Directors.
The WFM Director leads the team to assess and improve
operational/business performance, through data reporting,
analytics, WFM activities, directing collaborative efforts across
the company and providing executive level updates. He/She is
an expert in the mechanics of successful contact center operation;
possesses the ability to lead the team, build employee engagement
and deliver results.
Ensures WFM and Reporting team is creating accurate reports and
data driven presentations, identifies trends and occurrences in
data and translates findings into various media including text,
charts, graphs, displays, and tables. The director will need
to provide regular executive report-outs, long range planning,
supplier integration and supplier workforce accountability.
- Trusted Decision Maker
- Expert Analytics
- Problem Solver
- Communication skills
Duties and Responsibilities:
- Forecasting - Responsible and accountable for the successful
operation and the performance of the WFM function.
- Reporting - Manages the WFM and Reporting function to
effectively deliver support services.
- Performance Measures - Through metrics for the function creates
and maintains reporting to provide effective visibility and
transparency of performance (operational and
- Collaborative – Works with all Center functions to ensure
effective implementation and management.
- Analytics - Gathers information, analyzes data, observes WFM
process, and leads the effort to consistently improve each
workforce process and performance
- Team building - Cultivates and leads a high-performance,
- KPIs – Establishes the WFM success through achievement of
KPIs to drive continuous improvement.
Knowledge, Skills and Abilities:
- Analytics acumen; proven ability to manage contact center
- Planning - Ability to plan, problem solve and develop
- All communication skills (verbal, written); ability to
effectively present information to leadership, colleagues, and
- Technology - Strong computer/technology skills including
Microsoft Office, Windows, intranet, workforce management systems
and reporting, and telephony system management
Education and Experience Required:
- 10+ years’ experience in workforce management, reporting and
contact center operations (with an emphasis in executive leadership
- Experience with contact center technology (telephony, workforce
management systems, reporting and analytics)
- Experience in managing 20+ employees in a fast-paced
environment (direct, indirect)
- Bachelor’s degree required, concentration in
business/statistics/finance required and/or higher academic
AmeriGas is an Equal Opportunity and Affirmative Action
Employer. The Company does not discriminate on the basis of
race, color, sex, national origin, disability, age, gender
identity, sexual orientation, veteran status, or any other legally
protected class in its practices.
AmeriGas is a Drug Free Workplace. Candidates must be willing to
submit to a pre-employment drug screen and a criminal background
check. Successful applicants shall be required to pass a
pre-employment drug screen as a condition of employment, and if
hired, shall be subject to substance abuse testing in accordance
with AmeriGas policies. As a federal contractor that engages in
safety-sensitive work, AmeriGas cannot permit employees in certain
positions to use medical marijuana, even if prescribed by an
authorized physician. Similarly, applicants for such
positions who are actively using medical marijuana may be denied
hire on that basis.
Keywords: AmeriGas Propane, Inc., High Point , Director - Workforce Management, Other , Welcome, North Carolina
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