Home Depot / THD Hiring for TCS Contact Center Workforce Administrator – Remote at Atlanta, GA Full Time

Position Purpose:

The Contact Center Workforce Administrator is responsible for maintaining accurate headcount and associate detail reporting for assigned line(s) of business. The incumbent will serve on a team of associates responsible for maintaining day-in- progress attendance detail, updating systems of record (NICE, Kronos) accordingly. Frequent coordination with peers and leaders in other Workforce Management roles and Operations will be necessary. A successful Workforce Administrator will be able to shift focus on the fly, remember to perform tasks without being prompted, and meet regular deadlines. This position tasks are more repetitive in nature and decisions are made based upon guidelines provided.

Key Responsibilities:

• 15% – Analytics – Conduct regular validation/synchronization work between systems and departments to include WFM system, Kronos, separate reports and databases, and Human Resources partners.
• 30% – Head Count Management – Maintain headcount and hierarchy details for assigned line(s) of business, including associate movement and/or status, and updating systems of record as appropriate.
• 10% – Process – Process requests for reporting to include absenteeism, leave of absence detail, worked/paid hours, or similar.
• 45% – System – Account for and update schedule exceptions in WFM system including late arrivals, absenteeism, leaves of absence, early departures, special events, etc. Update associate timecards in Kronos as appropriate.

Direct Manager/Direct Reports:

• This position reports to Management
• This position has no direct reports

Travel Requirements:

• No travel required.

Physical Requirements:

• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions, there may be a need to move or lift light articles.

Working Conditions:

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

• Must be 18 years of age or older.
• Must be legally permitted to work in the United States.

Preferred Qualifications:

• Ability to convey complex or technical ideas and processes in easy-to-understand terms to diverse audiences
• Ability to negotiate, handle complaints, settle disputes, and resolve grievances with both internal and external customers
• Excellent written and verbal communication skills

Minimum Education:

• The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.

Preferred Education:

• The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.

Minimum Years of Work Experience:

• 1

Preferred Years of Work Experience:

• 3

Minimum Leadership Experience:

• No previous leadership experience

Preferred Leadership Experience:

• No previous leadership experience

Certifications:

• None

Competencies:

• Action Oriented
• Business Insights
• Decision Quality
• Drives Vision and Purpose
• Manages Ambiguity
• Nimble Learning
• Self-Development
• Tech Savvy
• Demonstrates Self-Awareness
• Instills Trust
• Manages Complexity
• Optimizes Work Processes
• Plans and Aligns
• Situational Adaptability
• Values Differences
• Builds Networks
• Communicates Effectively
• Customer Focus
• Interpersonal Savvy
• Manages Conflict
• Resourcefulness
• Strategic Mindset