Workforce Management Real Time Analyst/Scheduler - In Office

Meet Leaf Home. We turn complex home improvement projects and endless todos into achievements. With more than 50% of homeowners worried about the cost and effort of home maintenance we deliver remarkable endtoend experiences. And get the job done right at every step. Bringing innovative products the best people and the highest standards to every project.

Trusted by more than 1 million homeowners across the US and Canada we are Americas largest directtoconsumer fullservice provider of branded home services and products. Our products including the patented LeafFilter gutter protection system have earned numerous awards and recognition from Good Housekeeping Qualified Remodeler Angi Consumer Reports This Old House and other consumer review platforms.

We are powered by extraordinary people. Our innovative products and reliable services are delivered with convenience excellence and quality through 250 regional sales and installation offices and comprehensive field support offices in New York and Hudson Ohio. Were proud to say weve been consistently named one of the fastestgrowing private companies by Inc. 5000 and recognized as a top employer nationally. The benefits of working at Leaf Home are wideranging and include:

Industrybest compensation packages Fully paid health dental andvision insurance 401k with company match Paid time off including paid parental leave Individualized career development programs Ondemand lunch program Childcare assistance Free gym membership Employee assistance programs including legal financial planning and counseling Employee discount marketplace Employee Resource Groups such as VetConnect DEI Committee Womens Committee.

Position Summary: Responsible for ensuring that department strategy andprograms align with overall organizational strategy by monitoring call centerinteractions in realtime including (but not limited to) phone chat emailand voicemail and providing relevant analysis and reporting. This position willwork toward the goals of improving schedule efficiency and informing departmentstandards and maximizing productivity.

Essential Duties and Responsibilities:

• Primary responsibility for shift operation and direct control of the Genesys autodialer.
• Responsible for developing and maintaining dashboards and data visualizations needed to enable workforce management
• Work closely with the Manager of Workforce Management as well as internal teams and crosssite teams and human capital operations
• Serve as a subjectmatter expert on workforce optimization issues
• Support organizational design analysis to identify capability and resource gaps
• Assist with schedule exceptions for call center agents
• Scheduling of offphone activities including team meetings training and projects
• Create a positive work environment that fosters successful team performance.
• Generate optimal schedules using Genesys
• Work closely with Marketing and Operations to upload leads into dialer and ensure they get dialed in a timely manner
• Provide analysis on optimal times to dial leads
• Provide reporting of dialer outcomes
• Performs other duties as assigned by supervisor.

Experience and Minimum Qualifications:

• Bachelors Degree preferred or equivalent combination of education training and experience.
• 3 years of relevant experience
• Scheduling and forecasting experience in a large contact center environment
• Strong attention to detail and commitment to effectively handle and maintain confidential information
• Workforce Management software experience is required (Dialers CMS Genesys or similar). Incumbents must have knowledge of telephone ACD software and its reports.
• Must have a solid knowledge understanding and experience with Microsoft Office Suite specifically with Excel Visio Word and Access.
• Ability to juggle various work activities and shift their attention from one task to another to meet the demands of different stakeholders without dropping the ball.
• Ability to thrive in a fastpaced highenergy teamoriented environment and have a roll up your sleeves and today not tomorrow mentality.
• Apply active listening skills through the ability to comprehend information presented and respond thoughtfully.
• Detailoriented and can focus on the task at hand no matter how minute by finding the most efficient and effective pathway to completion.
• Excellent verbal and written communication skills are required for communicating with internal and external parties in a manner that is both articulate and professional.
• Ability to logically connect ideas scrutinize and evaluate arguments find inconsistencies and errors in work solve complex problems and engage in reflection.
• Ability to provide timely and empathetic help through inperson phone email and social media avenues that keeps the coworker or customers needs at the forefront of every interaction.
• Ability to communicate effectively to recognize understand and manage ones own emotions as well as others and foster positive working relationships across all levels of the organization.
• Holding oneself responsible and being selfdriven in accomplishing business goals adhering to policies and being responsible for ones own actions performance and decisions.
• Must be legally authorized to work in country of employment without sponsorship for employment visa status (e.g. H1B status).

Preferred Knowledge Skills Abilities or Certifications:

• Certification in Microsoft Office applications and/or selected Workforce Management solutions is preferred.

Travel Requirements:

• No travel required.

Overtime/Additional Hours Requirements:

• Additional Hours May Be Required (Exempt Positions)

Physical Requirements

• Normal Office Environment
• Performs indoor work in a climatecontrolled environment and outside work in varying temperatures and climates. Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift carry push pull or otherwise move objects including the human body. Sedentary work involves sitting most of the time.

Are We Your Company

Focused On Growth Leaf Home is dominating the home improvement industry as we continue to grow. We work hard and play harder. For us we strive to be better than the best and we want you to join in our success! With offices across the U.S. and Canada our team is diverse and strong. From marketing to sales installation and service we have the best team right along with the best home solutions. We are committed to our employees growth which we demonstrate by:

• Innovating Always: Leaf is focused on providing cutting edge solutions both for employees and customers
• Partnering With Our Customers: Building strong and trusted relationships is at the core of everything we do
• Empowering Employees: Our brand begins and ends with our people and we provide opportunities for growth and success in a supportive environment
• Supporting Our Communities: Home is where the heart is and we in turn strive to give back to the communities that our customers and employees call home

What do we offer

• Industryleading compensation package
• Fully paid Medical Dental and Vision benefits after 90 days
• 401k Savings Plan
• Paid Time Off Comprehensive Health Wellbeing and Financial Wellness Programs
• Childcare benefits to support families Endless opportunity for growth and advancement. Just ask our current employees

Other perks you need to know about:

• Employee assistance program get 24/7 support in areas including legal financial planning and counseling.
• Employee discount marketplace enjoy discounts on thousands of products from cars to local attractions.
• Gym membership compensation your insurance will help cover the cost of your gym membership!
• Groups like Vet Connect & the Womens Committee to help you get involved and to provide resources for your success

Leaf Home Awards and Accolades: Leaf Home has been recognized as a top workplace by The Plain Dealer is a multiyear recipient of Top Workplaces USA by Energage and has been Certified by Great Place to Work. A few of our brands have also earned accolades including:

• LeafFilter and Leaf Home Safety Solutions have ranked on the annual Remodeling 550 list
• Leaf Home LeafFilter and Leaf Home Safety Solutions have been recognized on Qualified Remodeler magazines Top 500 list
• Leaf Home is a Smart Culture Awards honoree for its employeefocused culture
• Leaf Home is recognized as a growth leader on both the Inc. 5000 and Inc. 5000 Regionals: Midwest lists

For a full list of awards earned by our brands please visit Opportunity Statement

Leaf Home Solutions will recruit hire train and promote persons in all job titles without regard to race color ancestry national origin gender identity or expression sexual orientation marital status religion age results of genetic testing veteran status or physical/mental disability (except where the disability prevents the individual from being able to perform the essential functions of the job and cannot be reasonably accommodated in full compliance with the law).