Workforce Manager at Lenovo

| Raleigh-Durham, NC
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Why Work at Lenovo
Here at Lenovo, we believe in smarter technology for all, so we spend our time building a society that's brighter and more inclusive. And we go big. No, not big-huge.
We're a US$60 billion revenue Fortune Global 500 company serving customers in 180 markets around the world. Focused on a bold vision to deliver smarter technology for all, we are developing world-changing technologies that power (through devices and infrastructure) and empower (through solutions, services and software) millions of customers every day and together create a more inclusive, trustworthy and sustainable digital society for everyone, everywhere.
The one thing that's missing? Well... you...
Description and Requirements
The Workforce Management Administrator is responsible for overseeing workforce management scheduling, reporting and auditing functions. Manage the resources required to meet optimal service level standards. Develop comprehensive reporting illustrating staffing and adherence effectiveness and opportunities at individual, team, and center levels.
Position Responsiblities
Actively and consistently support all efforts to simplify and enhance the customer experience
Utilize scheduling software to determine the proper shift coverage by adjusting center resources to accommodate changes in call volume/service activity or resource availability
Assist in the management of overtime and voluntary time off
Optimize break and lunch scheduling to efficiently staff centers
Monitor real-time adherence and call statistics and communicate with supervisors to ensure on-phone and off-phone activity is managed efficiently throughout the day
Monitor/track sick calls, tardiness, etc., entering real-time exceptions into the Workforce Management tool (absence, tardiness, meetings, overtime, etc.)
Position Qualifications
Required Qualifications:
• 3+ year working experience with workforce management systems• Strong Microsoft Office skills (Word, Excel (pivot tables and VLOOKUP), Power Point)• Experience with creating KPI targets and evaluating performance metrics.• Problem Solving: must demonstrate proactive ability to find and define problems, understand business impact, identify solutions, and provide recommendations for corrective action.• Decision Quality: must possess the ability to work independently, establish priorities and demonstrate good judgment skills.• Excellent written and verbal communication skills.
Preferred Qualifications: • Experience with scheduling in a call center environment.• Ability to communicate with all levels of the organization, including senior leaders.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any federal, state, or local protected class.
Lenovo adopted a COVID-19 Vaccination Policy for US-based employees. As a condition of employment, employees must adhere to Lenovo's US Vaccination Policy and be fully vaccinated against COVID-19, subject to any applicable accommodations. To be fully vaccinated means individuals must receive the full series of a vaccine either approved by the FDA or WHO and listed by the CDC (e.g. two dose of the Moderna, AstraZeneca or Pfizer-BioNTech vaccines; or one dose of the Johnson & Johnson vaccine). This applies to all US-based employees, contractors and interns, regardless of work location. As a condition of employment, you must provide proof that you are fully vaccinated or follow Lenovo's accommodation process.
* Morrisville - North Carolina - United States of America
More Information on Lenovo
Lenovo operates in the Hardware industry. The company is located in Bellevue, WA, Santa Clara, CA, Davie, FL, Morrisville, NC, Whitsett, NC, Chicago, IL, Fort Wayne, IN and Carmel, IN. Lenovo was founded in 1984. It has 40921 total employees. To see all 145 open jobs at Lenovo, click here.
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