[Hiring] Inside Sales Workforce Manager @95-3898805 First American Home Warranty
Mar 29, 2025 - 95-3898805 First American Home Warranty is hiring a remote Inside Sales Workforce Manager. đź’¸ Salary: $109,650 - $146,175. đź“ŤLocation: USA.
Role Description
The Inside Sales Workforce Management "leader" is responsible for optimizing the scheduling and staffing of the inside sales call center by leveraging data analysis to forecast call volume, create efficient agent schedules and monitor real-time performance and make adjustments to maximize sales productivity and ensure adequate coverage during peak demand periods, all while aligning with business goals and customer service standards.
- Manage the workforce to achieve optimal sales results through effective scheduling and performance monitoring within a call center environment.
- Deep understanding of both inbound and outbound sales/sales programs/staffing is imperative.
How You’ll Contribute
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Forecasting and Staffing:
- Analyze historical data to accurately predict call volume fluctuations and future sales trends.
- Develop staffing plans based on forecasted call volume, considering peak hours and seasonal variations.
- Allocate appropriate staffing levels across different sales teams and skill sets.
- Align with business leaders and understand impacts in volume based on “promotional offerings.”
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Scheduling and Optimization:
- Create optimized agent schedules using workforce management software, considering individual agent availability, skill sets, and performance metrics.
- Monitor real-time call volume and agent performance to make intraday adjustments to schedules as needed.
- Implement strategies to manage staff during unexpected call surges or dips.
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Real Time Monitoring:
- Monitor real-time agent performance and call arrival trends and patterns.
- Proactively partner with Inside Sales leaders around call volume/patterns/service levels.
- Shift breaks/lunches, offer Overtime as needed, offer VTO/AVTO when overstaffed, and call for additional phone support (leaders) during over delivery intervals.
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Data Analysis and Reporting:
- Generate comprehensive reports on sales performance, agent productivity, and call volume trends.
- Utilize data insights to inform staffing decisions and identify areas for process improvement.
- Track and report on key performance trends such as shrink, agent attendance/attendance patterns to help Inside Sales leaders drive maximum agent and staffing performance.
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System Administration:
- Manage and maintain workforce management software, ensuring accurate data input and system functionality.
- Collaborate with IT teams to address system issues and implement updates.
Qualifications
- Bachelor’s degree or equivalent combination of education and experience
- 5-7 years of directly related experience
- 3-5 years demonstrated experience in a supervisory or management role
- Strong analytical skills and proficiency in data analysis tools
- Expertise with workforce management software (Verint)
- Understanding of call center operations and sales metrics with prior experience and skill in workforce leadership in both Inbound and Outbound sales operations
- Proven ability to manage complex schedules and adapt to changing business demands
- Excellent communication and collaboration skills
- Successful track record designing, developing, and executing complex projects
- Strong problem solving and decision-making skills
Salary Range
$109,650 - $146,175. This hiring range is a reasonable estimate of the base pay range for this position at the time of posting. Pay is based on a number of factors which may include job-related knowledge, skills, experience, business requirements and geographic location.
Benefits
- Comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave
- Employee stock purchase plan
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| đź“Ť | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
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Salary
đź’¸
$109,650 - $146,175
|
Remote
Location
USA
|
|
Job Type
full-time
|
Posted
Mar 29, 2025
|
| đź“Ť | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
