Essandant - Beyond Essential



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Job Details

Requisition Number 17-0830
Title Workforce Manager
City Orchard Park
State NY
Zip Code 14127

Essendant is a pure wholesale distributor of a broad range of business products including office, janitorial, break room and industrial supplies. We “win from the middle of the supply chain” by enabling the success of our suppliers, our reseller customers, our associates, and the communities we serve.  By stocking a broad range of products across key market channels, and by offering sophisticated logistical capabilities and innovative value-added services, we enable our resellers to respond efficiently to the demand for business products from millions of consumers. By giving our suppliers logistical excellence and broad market reach, we enable their success.


Join Essendant, a Fortune 500 company, and you’ll enjoy a comprehensive benefits package that uniquely meets the needs of you and your family.  


Essendant is an equal opportunity employer and will not discriminate on the basis of race, color, religion, sex, national origin, disability or protected veteran status.

Primary Purpose

 Responsible for managing call routing and forecasting in a multi-site environment to ensure an efficient workload and workforce balance while supporting the organization’s vision, mission and customer strategies.  

Major Responsibilities

Oversees and maintains the Workforce Management (WFM) Platform utilized for forecasting, scheduling, tracking, monitoring and reporting the daily/monthly call center statistics ie: volumes, schedule adherence and service level achievement.

·         Assure accurate daily/intraday forecasts and alliance with routing applications (Genesys/Avaya)

·         Makes recommendations to assist in achieving service level objectives and make decisions with regard to team resources ensuring that appropriate productivity levels are maintained within the team based on forecasted volumes.

·         Manage configuration and support of ongoing initiatives such as shift bids, flexible schedules and benefit time allowances.

·         Identifies and researches service level risks for problem resolution and management notification. Oversees escalation plan when service levels are negatively impacted.

·         Participates in long range planning and the formulation of goals.

·         Leverage and manage historical data from previous initiatives and pilots to develop educated assumptions for planned initiatives.

·         Manages the Business Continuity Plan (BCP) communication and execution of the plan including periodic updates to the strategy.

·         Resolves and/or addresses complex resource planning opportunities and questions.

·         Form partnerships with various Care center Operations business units, finance, sales and marketing teams to fully understand business needs.

·         Responsible for identifying the impact on budget due to changes in call volume, handle time or shrinkage and creating any needed mitigation strategies.

·         Leverage industry leading processes and technology to drive workforce decision making that will enhance the overall customer experience.

·         Understands and demonstrates Essendant's Core Values.

·         Assumes other task and responsibilities as assigned by leader.

·         Willing and able to travel up to 20% of work time as needed.

Skills/Knowledge Required 

·         Experience handling multiple tasks simultaneously in a fast-paced environment as an individual contributor or team member

·         Strong understanding of ACD’s and ACD reporting (preferably Avaya)

·         Strong Excel skills and solid working knowledge of Word & Powerpoint 

·         Highly organized and detail oriented with demonstrated organizational and analytical skills 

·         Strong written and verbal communication skills

·         Leadership and people management skills

·         Able to exercise independent judgment and discretion in matters of significance

Education and Experience

·         College degree or commensurate work experience

·         Minimum of five years of statistical and forecasting experience in a customer focused or comparable environment

·         Working knowledge of Genesys, Blue Pumpkin, Aspect, IEX or other scheduling software

  • Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
  • Please view Equal Employment Opportunity Posters provided by OFCCP here.
  • The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
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Essendant and its subsidiaries requires both I-9 completion and E-verify confirmation within 72 hours of a new hire's employment start date to certify legal eligibility to work in the US.

Essendant and its subsidiaries prohibits unlawful or improper presence or use of controlled substances or alcohol in the workplace.

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