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.

• 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).
• 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.

• 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.

• 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.