Workforce Management Customer Care Director

Do you want to change the world? We do, too. Solar penetration is less than 1%, but just one hour of sunlight, if harnessed, could power the entire world for a year. We have the opportunity to change the way energy is produced, distributed and consumed, and we''re looking for talented, committed people to help us drive our growth and achieve our goals. SunPower is a solar energy solutions company with a rich heritage of pioneering the best solar technologies in the world. Our solutions are unrivaled in terms of long-term reliability, efficiency, and performance. SunPower offers the only solar + storage solution designed and warranted by one company that gives customers control over electricity consumption. Through design, installation, maintenance, and monitoring, SunPower provides its world-class solar solutions to residential and commercial customers across the U.S. SunPower is changing the way our world is powered every day with a brilliant, passionate, and driven team of more than 2,500 in North America and the Philippines. In an industry that is reshaping the world''s energy future, there''s no better place to be than SunPower. We believe that our employees create our brand - with each project, each communication, each task completed and each interaction. SunPower welcomes the forward thinkers, the future savers of the world, the freedom chasers and all those demanding better, cleaner energy. SUMMARY OF ROLE The Workforce Management Director is a key member of the Customer Care team, taking ownership for Service Delivery, Scheduling and Real-time contact center management. This person will participate in the development of staffing optimization plans for the operation and work with other groups on short- to medium-term outlooks. The role will have Analysts report to them. Main responsibilities include but are not limited to: Manages the daily operations of assigned team and effectively communicates organizational strategies to engage staff and drive desired behaviors. Effectively enable the operations to meet/exceed operating objectives through accurate and consultative input and guidance regarding capacity. Monitor call distribution, product routing, priority levels, and load balancing to optimize service and ensure the most efficient use of resources and processes to achieve the expected customer service levels. Acts as a central point of contact for multiple organizations, implementing workforce processes, and finding opportunities for improved efficiency in today''s marketplace. Monitor call center statistics, analyze daily call trends to determine staffing requirements, and develop appropriate schedules. Coordinate and maintain shift alignment when/if needed. Partner with training, quality, sites, etc., to coordinate training, meetings, vacations, etc. Exhibits managerial courage and consistently delivers accurate and transparent messages to staff. Focus on achieving key performance results and improving the overall customer experience by identifying process improvement opportunities and driving a culture of customer-centricity. Communicate clear expectations for performance and attendance and hold staff accountable for delivering on what''s expected through individualized and ongoing performance management within the team. Lead by example demonstrating the highest level of customer-centricity, professionalism, engagement and inspection at all times. Develop a positive team relationship by being supportive, visible and easily accessible at all times. Monitor individual, team to identify and act on both positive and negative trends to ensure attainment of financial and performance targets. Works to remove barriers for staff and functions as a change leader to staff and matrix partners with regard to efficiency and quality. Adapts communication style to effectively engage individuals/teams either face to face or virtually delivering communications positively and in support of organizational goals and objectives. Collaborates with matrix partners to ensure objectives and standards are met, policies and procedures are followed, gaps identified and closed, communications are clear. Supports diversity by building an inclusive environment and valuing different perspectives. Minimum Qualifications 15 years of Workforce Management experience 10 years of leadership experience Experience managing an international workforce team of 10+ people Bachelors Degree or equivalent combination of education and experience Experience and understanding of real-time scheduling and resource management Experience creating and implementing workforce processes Experience with business analytics and process improvement Preferred Qualifications Masters Degree Equal Employment Opportunity The Company is an equal employment opportunity employer and makes employment decisions, including but not limited to, hiring, firing, promotion, demotion, training, and/or compensation, on the basis of merit. Employment decisions are based on an individual''s qualifications as they relate to the job under consideration. The Company''s policy prohibits unlawful discrimination based on sex (which includes pregnancy, childbirth, breastfeeding, or related medical conditions, the actual sex of the individual, or the gender identity or gender expression), race, color, religion, including religious dress practices and religious grooming practices, sexual orientation, national origin, ancestry, citizenship, marital status, familial status, age, physical disability, mental disability, medical condition, genetic information, protected veteran or military status, or any other consideration made unlawful by federal, state or local laws, ordinances, or regulations. The Company is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company and prohibits unlawful discrimination by any employee of the Company, including supervisors and co-workers. EOE Minorities/Females/Protected Veterans/Disabled SunPower Supports EEO Accommodation for Applicants to SunPower Corporation SunPower Corporation is an Equal Employment Opportunity / Affirmative Action employer and provides reasonable accommodation for qualified individuals with disabilities and disabled veterans in job application procedures. If you have any difficulty using our online system and you need a reasonable accommodation due to a disability, you may use the following alternative email address to contact us about your interest in employment at SunPower Corporation: [Click Here to Email Your Resumé]. Please indicate in the subject that line of your email that you are requesting accommodation. Only candidates being considered for a position who require an accommodation will receive a follow-up response. NOTICE TO ALL APPLICANTS AND EMPLOYEES Availability of Affirmative Action Plan for Review SunPower is a federal government contractor. As a part of the Company''s obligations under law, it must develop a written Affirmative Action Program (AAP) for the Disabled, Recently Separated Veterans, Armed Forces Service Medal Veterans, Disabled Veterans and Active Duty Wartime Or Campaign Badge Veterans and for Women and Minorities as specified by law. Non-confidential and non-proprietary aspects of the AAP are available for inspection by applicants and employees, consistent with applicable law, which will be made available during office hours by contacting the EEO Officer.

Created: 2021-11-29