Jake L. Email & Phone Number

Oskaloosa, Ia, Us

•Market Research•Power BI Developer•Data Analyst

•Manage and Lead the WFM Team.•Provide support, guidance, performance reviews and coaching as needed to the WFM Associate.•Forecast and develop strategic plans to ensure business KPI’s are met and staffing levels are balanced with workload.•Assist with the planning and execution of department creation as needed to support business growth.•Identify the need for and create reports that help to effectively drive key business KPI’s.•Analyze reporting of various metrics, extract data, formulate actionable business recommendations from that data, and effectively present these recommendations to relevant business partners across the organization to drive results.•Perform workforce management responsibilities through collaboration with the WFM Associate and other leaders to develop short and long term plans for 10 teams and 150+ team members.•Support the WFM Associate in ensuring resources are aligned appropriately as business needs shift.•Collaborate with the WFM Associate to ensure that we’re creating an environment where business needs are met while also keeping team member satisfaction in mind to retain positive job retention.•Provide leadership, support & analysis in key corporate initiatives: 1) KPI metrics as defined by the business leadership team 2) Strategic planning based on business demand, workforce/capacity planning, and 3) Continuous Improvement.•Champion change and innovation by analyzing areas with a focus on continuous improvement and customer experience.

•Forecast and develop short term and long term strategic staffing plans that balance & maintain staffing levels consistent with the volume of work being produced.•Analyze reporting of various metrics, extract data, formulate actionable business recommendations from that data, and effectively present these recommendations to relevant business partners across the organization. •Perform workforce management responsibilities through collaboration and open communication across the teams to develop weekly resource schedules based on forecasted workload & recommendations when goals aren’t met.•Coordinate intraday management to ensure resources are aligned appropriately as business needs shift.•Provide leadership, support & analysis in key corporate initiatives: 1) KPI metrics as defined by the business leadership team 2) Strategic planning based on business demand, workforce/capacity planning, and 3) Continuous Improvement.•Champion change and innovation by analyzing areas with a focus on continuous improvement and customer experience.

•Hire and lead a team of 10+ team members capable of achieving expected business results.•Lead and facilitate quote department team meetings to streamline processes and gain efficiencies.•Partnered with the Workforce Planning team to create a staffing plan for the quote department.•Administer quality assessments and development opportunities to direct reports by providing one-on-one feedback to team members.•Present business recommendations to leadership based on results.•Manage department responsibilities and improve the customer experience by seeking to remove roadblocks, develop productivity opportunities and maintain staffing based on business need.•Analyze metrics and create reporting tools to show the progress of the team on a regular basis.

•Support the PDSN network and internal contacts for any product, system, sales or policy question.•Support the PDSN network and internal contacts as an escalated corporate contact.•Support the PDSN network with any internal requests such as rapids, reorder flags and credits.•Review and research customer reviews and President letters before following up with that customer to re-establish their relationship with Pella.•Work directly with Pella subsidiaries & independent service contractors to develop actionable service plans that meet customer need.•Review and research credit requests from PDSN service branches and determine approval or denial based upon the pertinent data.•Work directly with production, logistics and the product team to ensure that customer project timelines are met.•Champion multiple product lines, lead projects and consistently meet metrics and goals that provide a positive customer experience.

•Support NA Sales reps and internal contacts for any product, system, sales or policy question.•Support NA Sales reps and internal contacts as an escalated corporate contact.•Support NA Sales reps with any internal requests such as rapids, reorder flags and credits.•Support Lowe’s Corporate as a Pella corporate Contact for any escalated customer concerns.•Take escalated calls from contact center agents for NA stores and customers.•Review and research customer reviews and President letters before following up with that customer to re-establish their relationship with Pella.•Review and research credit requests from PDSN service branches for NA customers and determine approval or denial based upon the pertinent data.•Work directly with production, logistics and the product team to ensure that customer project timelines are met.•Participate in multiple testing activities, training team members and continuous improvement events.