Inside Sales Workforce Manager

Who We Are

Join a team that puts its People First! As a member of First American’s family of companies, First American Home Warranty offers a wide range of home warranty products and services to home sellers, buyers and agents. Since 1889, First American (NYSE: FAF) has held an unwavering belief in its people. They are passionate about what they do, and we are equally passionate about fostering an environment where all feel welcome, supported, and empowered to be innovative and reach their full potential. Our inclusive, people-first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For® list for nine consecutive years. We have also earned awards as a best place to work for women, diversity and LGBTQ+ employees, and have been included on more than 50 regional best places to work lists. First American will always strive to be a great place to work, for all. For more information, please visit www.careers.firstam.com.

What We Do

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; essentially, managing the workforce to achieve optimal sales results through effective scheduling and performance monitoring within a call center environment. As the Workforce Management "leader" a deep understanding of both inbound and outbound sales/sales programs/staffing is imperative.

HOW YOU’LL CONTRIBUTE

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”

Scheduling and Optimization:

• Create optimized agent schedules using workforce management software, taking into account 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. 

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 to include shifting of breaks/lunches, offering of Overtime as needed, offering of VTO/AVTO when overstaffed, calling for additional phone support (leaders) in intervals of over delivery.

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 to drive maximum agent and staffing performance.

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. 

WHAT YOU’LL BRING

• 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.

What We Offer

By choice, we don’t simply accept individuality – we embrace it, we support it, and we thrive on it! Our People First Culture celebrates diversity, equity and inclusion not simply because it’s the right thing to do, but also because it’s the key to our success. We are proud to foster an authentic and inclusive workplace For All. You are free and encouraged to bring your entire, unique self to work. First American is an equal opportunity employer in every sense of the term.

Based on eligibility, First American offers a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave and other great benefits like an employee stock purchase plan.