ADT Security Services, Inc. Workforce Planning Supervisor. (Wichita, KS) in Wichita, Kansas
/Position Summary: /
Manage and direct the activities of a workforce planning team. Manage the enterprise support efforts of the Service Center to meet and or exceed department service levels and annual financial targets. Provide leadership and direction to supervisors supporting inbound/outbound calling, e-mail, chat and miscellaneous customer applications. Interact and coordinate with numerous support departments and business unit partners.
/Essential Duties And Responsibilities/include the following. To perform this job successfully, the Workforce Planning Supervisor must be able to perform each essential duty satisfactorily and may be expected to perform some or all of the duties listed.
Manage department performance to meet and exceed defined performance metrics, and client and company expectations.
Lead strategic planning efforts utilizing exceptional problem solving, ownership and follow-through.
Interface and coordinate with support departments, business unit partners and field offices to deliver excellent customer support and ensure that all client and company goals are met.
Recognize strategic opportunities for success and create tactical plans.
Introduce new perspectives and approaches to the business, which improve quality of service, enhance productivity, and realize savings. Continually evaluation of performance to goal metrics and providing recommendations to keep within acceptable goals and fiscal targets.
Responsible for providing short-term forecast and schedules to operations, allowing operations to define and plan to meet requirements.
Use industry standard metrics and analysis for staff planning to meet Key Performance Indicator measurments.
Perform all other duties and projects as assigned.
Manage assigned staff to assure adherence to company policies, practices and guidelines.
Develop individuals and build effective teams committed to excellence. Work with staff to define and develop plans for reaching career goals. Establish performance objectives and expectations. Conduct regular performance reviews. Deliver critical feedback and effective coaching. Document performance.
Recognize and reward strong performance. Take corrective action as needed.
Coordinate hiring and staffing to ensure appropriate coverage. Assist with training as needed.
Foster open, two-way communication. Conduct regular staff meetings to share pertinent information. Prepare oral and written presentations regarding the business.
Knowledge of and a proficiency in using computer and Microsoft Office applications (Word, Excel, Access,
Outlook), internet and advanced knowledge of Excel.
Knowledge of the principles, practices, and techniques of supervision.
Continuously upgrade and/or enhance supervisory skills by participating in available classes, training, and seminars.
Frequent need for creativity and be able to prioritize.
Must be able to work with confidential information regarding customer accounts and employee files.
Excellent time management, planning and forward-thinking skills.
Self-motivated and a professional attitude.
Excellent communication, presentation, and listening skills.
Excellent teambuilding, customer service, negotiating, and interpersonal skills.
Must possess good decision making skills, continuous use of discretion, be very organized and detail oriented.
Ability to work overtime as requested by management.
Ability to speak effectively before groups of customers or employees of the organization.
Ability to prioritize.
Ability to be very organized and detail oriented.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical
procedures, or governmental regulations.
Ability to write reports business correspondence, and procedure manuals.
Ability to effectively present information and respond to questions from groups of managers, clients,
customers, and the general public.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions,and decimals.
Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Statistical analysis ability is also necessary.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Ability to effectively deal with problem situations involving both personnel and processes.
Ability to work with cross-functional teams.
While performing the duties of this job, the employee is occasionally required to stand; walk; sit; twist; use
hands to handle; push; pull or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear.
The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Normal office environment.
The noise level in the work environment is usually moderate.
High School Diploma or General Education Degree (GED) and two to three years leadership and customer service experience.
College or technical training preferred.
Experience establishing operating procedures & measurements.
Three to Five years’ experience in a workforce management role or similar analytical role; or demonstrated progressive increases in responsibility within ADT/Protection One over the past two years.
/Certificates, Licenses, Registrations:/
May be required based on requirements of certain State and local regulations.
Alarm Agent permit (to be obtained upon hire).
/As of April 2017, Protection 1 merged with ADT to become the leading company in the electronic security industry. As we progress through our integration, you will see collateral, building signs and apparel from both companies, but please know: we are on our way to becoming a completely unified ADT and while that happens, we are better together./
Title: Workforce Planning Supervisor. (Wichita, KS)
Requisition ID: 1910186