Manager Workforce Management
Looking for an opportunity with a dynamic, fun, and goal-oriented company? We’re growing quickly and we’re looking for some not-so-typical talent to join our team.
Progress Residential® is one of the largest providers of high-quality, single-family rental homes in the United States. With more than 40,000 homes across some of the fastest-growing markets, our residents appreciate the flexibility, freedom, and convenience of living in a single-family home without the obligations of home ownership.
Progress is committed to making the home rental process easy and enjoyable for the 100,000+ residents we serve by empowering our team members and investing in innovative systems and technology. Our portfolio has continued to grow substantially the past few years and we see increasing demand for professionally managed single-family rental homes and anticipate continued growth.
The Manager of Workforce Management is responsible for the overall Workforce Management coordination for the Project Coordination teams and for providing assistance on Workforce Management throughout the organization. This includes forecasting, capacity planning, scheduling, and effectively making real-time changes and adjustments to schedules. Key functional responsibility includes the ability to demonstrate a strong understanding of how planning/forecasting staffing requirements translate to the creation of optimal schedules and real-time intra-day management. While the role reports to the Director of Workforce Management, the Manager will work closely with the Senior Project Coordinators in Renovations to manage capacity and planning for Renovations coordination.
Plan staffing requirements and monitor team performance with the Senior Project Coordinators (Sr PCs) to effectively manage the day-to-day workings of the East and West Project Coordination teams
Meet with Renovations Leaders, including Sr PCs and National/Regional Directors of Renovations, on an ongoing basis to review forecasts and ensure proper staffing support by Market
Provide real-time monitoring via available tools and workforce management techniques to make daily adjustments to maximize resource efficiency and achieve service level goals/business objectives
Monitor, identify, and report trends of PC performance to Sr PCs on an ongoing basis
Build strong relationships within PC teams and support the Renovations efforts; collaborate with Renovations Leaders to improve efficiency
Provide back-up to the Director of Workforce Management and be conversant on tools for effective workforce in the National Contact Center
Manage reporting and provide daily/intra-day performance reports as well as ad-hoc reporting by request
Create and maintain a high-quality work environment so team members are motivated to perform at their highest level
Analyze key metrics, daily & weekly reports, and performance indicators to identify areas of focus and/or necessary improvements
3-5 yrs. Workforce Management in a multi-site contact/multi-time zone center, or equivalent experience.
Strong math and PC skills
General understanding of statistical methods, with demonstrated knowledge and understanding of key call center performance metrics such as service level, adherence, etc.
Intermediate skill level using Microsoft Office applications such as Excel, PowerPoint, Word, etc.
Exercise independent judgment
Work with Senior Leadership to select criteria to set standard procedures
Utilize communication networks involving coordination across multiple groups
What you can expect from us:
Progress Residential® offers all the financial and non-financial incentives you would expect from an innovative real estate investment and management firm:
In addition to outstanding training, we host quarterly summits and town hall meetings to encourage growth, knowledge sharing and a good time. After all, it’s about progress, not perfection.
We offer competitive compensation, including a performance-based bonus.
Our generous benefits package includes comprehensive healthcare coverage for you and your family, parental leave, paid time off, 9 paid holidays and much more.
This summary is not an all-inclusive description of job duties. Other job duties and responsibilities may also be assigned by the incumbent’s supervisor at any time based upon Company need.
Progress Residential® is a proud Equal Opportunity employer, m/f/d/v.