WFM CoE Operations Specialist, Tools & Technology in Charlotte, NC at Securitas Security Services USA

Date Posted: 8/14/2019

Job Snapshot

Job Description

Job Code: 87965090872

Category: IT

JOB SUMMARY:  The WFM CoE Tools & Technology Operations Specialist supports the design, development, and deployment high-value tools and technology systems that enable the field to perform workforce management activities with greater accuracy and efficiency. Key tasks include collaborating with the Workforce Management leadership team and IT stakeholders to set the functional WFM technology strategy and deliver products that meet WFM technology and tools goals.


  • The functions listed describe the business purpose of this job or position.  Specific duties or tasks may vary and be documented separately.  An associate might or might not be required to perform all functions listed. Additional duties may be assigned, and functions may be modified, according to business necessity.
  • All assigned duties or tasks are deemed to be part of the essential functions, unless such duties or tasks are unrelated to the functions listed, in which case they are deemed to be other (non-essential) functions.
  • Associates are held accountable for successful job performance.  Job performance standards may be documented separately, and may include functions, objectives, duties or tasks not specifically listed herein.
  • In performing functions, duties or tasks, associates are required to know and follow safe work practices, and to be aware of company policies and procedures related to job safety, including safety rules and regulations.  Associates are required to notify superiors upon becoming aware of unsafe working conditions.
  • All functions, duties or tasks are to be carried out in an honest, ethical and professional manner, and to be performed in conformance with applicable company policies and procedures.  In the event of uncertainty or lack of knowledge of company policies and procedures, associates are required to request clarification or explanations from superiors or authorized company representatives.
  • Assist in defining the scope and strategy for WFM functional technology including, but not limited to, prioritizing technology solutions, improving the user experience, and maintaining and implementing new systems
  • Ensure positive collaboration between technical and non-technical stakeholders during implementations and enhancements
  • Act as a liaison between IT and WFM to coordinate functional systems implementation and maintenance
  • Provide oversight of implementation of new or enhanced functional technology capabilities
  • Manage and participate in the planning, scheduling, and testing for deploying releases (release management)
  • Complete defined configuration activities with Enterprise Applications and IT PMO & CoE teams
  • Ensure integrity and accuracy of data maintained in WFM systems, making recommendations for change to support this when necessary
  • Provide oversight and programs that mitigate labor overspending
  • Serve as a subject matter expert for the WFM tool

Job Requirements


Additional qualifications may be specified and receive preference, depending upon the nature of the position.


  • Five years of experience managing WFM tools
  • Undergraduate degree in Information Systems or equivalent combination of training and experience

Competencies (as demonstrated through experience, training, and/or testing):

  • Demonstrate deep expertise with designing and implementing functional processes and tools, including planning, architecture, configuration, go-live and ongoing maintenance
  • Maintain awareness of other Departments and business financial metrics and performance and the impact business decisions have on the P&L, Balance Sheet, and Cash Flow statements
  • Ability to stay informed on industry trends to predict impact to team and adapt accordingly
  • Possess strong business acumen to understand WFM methodologies and processes, and ascertain potential implications on WFM functional technology solutions and systems
  • Ability to work cross functionally across multi-departments
  • Remains informed of latest digital trends

Working Conditions and Physical/Mental Demands

With or without reasonable accommodation, a candidate must have the physical and mental capacity to effectively perform all essential functions described. In addition to other demands, the demands of the job include:

EOE M/F/Vet/Disabilities