Company Overview

Credit First National Association is a private label credit card bank and the consumer credit division of Bridgestone Americas. The Bridgestone Americas family of enterprises, including CFNA, is comprised of more than 50 production facilities and 55K employees throughout the Americas. We provide the consumer credit solution for the Firestone Complete Auto Care, Tires Plus, and Wheel Works brands, in addition to customized retail credit services for more than 8,000 other tire and automotive retailers nationwide. At our office in Cleveland, OH, more than 300 professionals gather each day to run a successful private label credit card program. We invest in our community and strongly believe that meaningful commitment to a wide variety of philanthropic organizations builds a better world and a brand that makes us proud.

Customer Support

The primary responsibility of this Workforce Management Supervisor is to successfully lead a team of dedicated professionals to facilitate the forecasting, scheduling, and real-time monitoring of the call center staff to maximize productivity and meet service-level commitments. Provides leadership to the tier one level support team to enhance overall agent experience while working in the call center(s).

Key Accountabilities:

Successfully oversee all aspects of time management regarding the call center staff and provide accurate data to leadership in order to meet service level goals.

• Provide accurate call volume forecasting models using historical data and performance metrics.
• Continuously evaluate staff schedules to match anticipated needs.
• Create and maintain vacation and time off schedules for all call center staff to ensure CSR, Team Lead and Supervisor coverage.
• Create and maintain a database of absenteeism and tardiness.
• Create and maintain intraday schedules to optimize lunches, breaks, team meetings, coaching sessions, and training with minimal impact to service level.
• Create and maintain reporting on the performance of the call center regarding efficiency, occupancy, service levels, abandon rates and other metrics as needed.
• Support team initiatives and policy changes by providing insight into potential service level impacts.
• Provide real time feedback to the call center staff so that they may correct behaviors that impact service levels.

Additional Duties:

• Stay informed of industry trends.
• Communicate with IT and Help Desk if system issues are reported.
• Create and maintain positive relationships with third party providers.
• Perform other duties as assigned by the Department Director

Qualifications: Education & Experience Requirements:

• Bachelor’s degree preferred and a minimum of 3-5 years related workforce management experience.
• Must have a proven track record of positive results, preferably in a call center environment.
• Proven track record of working in a team environment and communicating with all levels of management.

Knowledge, Skill, and Ability Requirements:

• Excellent communication skills, both written and verbal
• Expert knowledge of office software such as Excel, Access, Outlook
• Work collaboratively with others to drive positive outcomes.
• Ability to create schedules, reports and processes as needed by the call center.
• Ability to work well with others in a team environment, provide and receive feedback, compromise to find solutions.
• Ability to manage fast paced environment.
• Detail orientation with efficient focus on work activities
• Ability to interpret data, predict trends, and respond to those trends with a sense of urgency.

Bachelor’s degree or equivalent work experience; OR 3+ years of relevant experience

Bridgestone is proud to be an Equal Employment Opportunity / Affirmative Action employer. It is our policy to consider for employment all individuals regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, gender, sex, sexual orientation, gender identity and/or expression, genetic information, veteran status, or any other characteristic protected by federal, state or local law.

Employment Eligibility

If hired, a Form I-9 Employment Eligibility Verification must be completed at the start of employment. Temporary work authorization or the need for sponsorship may disqualify you from employment.