Workforce Management Real Time Coordinator

Job Posting:

Since 1953, Ferguson has been a source of quality supplies for a variety of industries. Together We Build Better infrastructure, better homes and better businesses. We exist to make our customers' complex projects simple, successful, and sustainable. We proactively solve problems, adapt and grow to continuously serve our customers, communities and each other. Ferguson is proud to provide best-in-class products, service and capabilities across the following industries: Commercial/Mechanical, Facilities Supply, Fire and Fabrication, HVAC, Industrial, Residential Trade, Residential Building and Remodel, Waterworks and Residential Digital Commerce. Ferguson has approximately 36,000 associates across 1,700 locations. Ferguson is a community of proud associates who operate with the shared purpose of building something meaningful. You will build a career that you are proud of, at a company you can believe in.

The Workforce Management Real Time Coordinator is responsible for the daily management of our labor resources. The focus is to maximize efficiencies in using the labor resources to service customers and maintain optimal service levels that align with our financial plan. The WFM Real Time Coordinator will regularly evaluate our inbound and outbound resources to ensure we are maximizing the resources to achieve our goals.

This role is approved to be either Remote within the United States or Hybrid for associate in Newport News, VA, in accordance with company policy.

Core Responsibilities:

• Leads Intraday SL% of All Channels

• Manages & Monitors Associate Queue Performance

• Intraday Analysis of Queue Performance

• Dashboarding & Reporting for Intraday Tools

• Attendance Policy Tracking & Management

General Responsibilities:

• Tracks daily attendance occurrences/headcount shrinkage

• Monitors all contact channels to ensure optimal daily staffing levels

• Monitors expected staffing resources and availability of contact center staff in order to achieve service level objectives

• Facilitates real-time schedule adherence or labor resource discussions with necessary stakeholders

• Process daily schedule exception requests, intraday schedule updates, skill adjustments, emergency resource adjustments, and unplanned intraday schedule changes

• Collaborate with WFM Forecaster & Scheduler for long term strategic needs of the business based on intra day WFM experience

• Leads intraday labor resource efficiency metrics such as Adherence, ATT, ACW, Not Ready Time, etc.

• Communicates intraday reporting, dashboards, and needs to all division stakeholders

• Journals post-mortem of performance on service level across all inbound customer queues

• Collaborates on WFM projects & initiatives to improve efficiencies

• Performs intraday analysis to determine where we need to shift schedules or coverage for optimal efficiency

• Success will be measured by Schedule Adherence % to Goal by Division and Service Level % Goals Achieved

Qualifications:

• Previous experience with inbound and outbound resource management

• Call Center Experience and/or eCommerce Space Experience are a plus

• 55+ WPM required

• Strong leadership skills including the ability to influence without authority

• Outstanding interpersonal skills with ability to interact effectively with all levels of management

• Excellent written and verbal communication skills

• Self-motivated and ability to work independently

• Detail-orientated with a proven ability to organize and prioritize work

• Very systematic and procedural

• Strong analytical skills for interpreting and gathering data

• Familiar with the following Software Platforms: Genesys WFM & Excel

At Ferguson, we care for each other. We value our well-being just as much as our hard work. We are committed to a holistic approach towards benefits plans and programs that support the mental, physical and financial well-being of our associates. Our competitive offering not only includes benefits like health, dental, vision, paid time off, life insurance and a 401(k) with a company match, but our associates also enjoy additional meaningful and inclusive enhancements that are adaptable to their diverse situations and needs, including mental health coverage, gender affirming and family building benefits, paid parental leave, associate discounts, community involvement opportunities and more!

#Li-Remote

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Pay Range:

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Actual pay rate may vary depending upon location. The estimated pay range for this position is below. The specific rate will depend on a candidate's qualifications and prior experience.

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$15.00 - $23.79

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Estimated Ranges displayed are Monthly for Salaried roles OR Hourly for all other roles.

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This role is Bonus or Incentive Plan eligible.

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The Company is an equal opportunity employer as well as a government contractor that shall abide by the requirements of 41 CFR 60-300.5(a), which prohibits discrimination against qualified protected Veterans and the requirements of 41 CFR 60-741.5(A), which prohibits discrimination against qualified individuals on the basis of disability.

Ferguson Enterprises, LLC. is an equal employment employer F/M/Disability/Vet/Sexual Orientation/Gender Identity.

Equal Employment Opportunity and Reasonable Accommodation Information (~~~)