Ford Motor Company

Workforce Management Coordinator

We are the movers of the world and the makers of the future. We get up every day, roll up our sleeves and build a better world -- together. At Ford, we’re all a part of something bigger than ourselves. Are you ready to change the way the world moves?

As part of the Ford Customer Service Division (FCSD) strategy to reimagining the dealer support model, Service Engineering Operations is standing up a dedicated team to receive and resolve Technical Support Requests (TSR) from dealer technicians. The team’s focus will be on delivering timely response support and excellent technical support and guidance. This team will partner closely with the Technical Field Operations team to ensure delivery of excellent end to end technical support.

The Workforce Management Coordinator reports to the Operations Supervisor and is responsible to tracks and analyzes queue volume, productivity, patterns, and staffing levels to ensure the call center meets KPIs

What you'll do...

• Monitor daily queue activities using internal tool sets
• Create schedules and ensure proper coverage based on anticipated volumes of contacts and account/track associate vacation, personal and sick time coverage.
• Monitor queue and interact with Advocates and Leadership as needed to determine placement, status, and provide information regarding queues
• Monitor team mailbox and take appropriate actions based on established guidelines
• Maintain the delivery of detailed, accurate, and timely completion of new and existing management informational daily, weekly, and monthly reports
• Monitor call center for continuous improvement opportunities, gains in efficiency and reduced costs
• Leverage forecast reporting to anticipate future shortages in capacity due to illness, vacations, parental leave, etc. and work with teams to mitigate such that performance is not compromised.
• Document unwritten policies, procedures and processes for cascading
• Complete ad hoc reports and tasks as called upo

You'll have...

• Bachelor’s degree
• 2+ years of customer service responsibilities
• 2+ years of experience with program management or resource planning
• 1+ year of experience using workforce management software

Even better, you may have...

• Ability to work in fast-paced environment with different challenges to resolve daily Strong communication skills; both written and verbal
• Experience and ability to:
  • Lead through influence and collaborate across Ford Customer Service Division and other Enterprise partners
  • Utilize data and customer insights to influence strategic decisions and identify opportunities to improve (people/process/platform)
• High Energy, Self-reliant, Self-motivated and passion for leading-edge technologies.
• Collaborative team player focused on building strong relationships

You may not check every box, or your experience may look a little different from what we've outlined, but if you think you can bring value to Ford Motor Company, we encourage you to apply!

As an established global company, we offer the benefit of choice. You can choose what your Ford future will look like: will your story span the globe, or keep you close to home? Will your career be a deep dive into what you love, or a series of new teams and new skills? Will you be a leader, a changemaker, a technical expert, a culture builder…or all of the above? No matter what you choose, we offer a work life that works for you, including:

• Immediate medical, dental, vision and prescription drug coverage
• Flexible family care days, paid parental leave, new parent ramp-up programs, subsidized back-up child care and more
• Family building benefits including adoption and surrogacy expense reimbursement, fertility treatments, and more
• Vehicle discount program for employees and family members and management leases
• Tuition assistance
• Established and active employee resource groups
• Paid time off for individual and team community service
• A generous schedule of paid holidays, including the week between Christmas and New Year’s Day
• Paid time off and the option to purchase additional vacation time.

For more information on salary and benefits, click here: https://fordcareers.co/GSRSP1

This position is a range of salary grades 5-8 .

Visa sponsorship is not available for this position.

Candidates for positions with Ford Motor Company must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender identity, disability status or protected veteran status. In the United States, if you need a reasonable accommodation for the online application process due to a disability, please call 1-888-336-0660.

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