.Job DescriptionWe are looking for a Workforce Management Planner with knowledge of scheduling and staffing methodologies, forecast modeling, capacity planning, and queue management in a complex global support environment composed of multiple contact channels and advocate skill sets.
You're a great match if you possess an inquiring mind, are detailed and analytically oriented, driven to positively impact our customer experience, and have the ability to thrive in a growing and transforming organization.Assisting us in administering the optimal configuration of our workforce management solution.
This role will be essential in helping to ensure the proper metrics and criteria are used in daily, weekly and monthly reporting to project staffing needs key to the operational areas.
Being a mentor and a resource point of contact will be a critical skill required for this role.
This individual must possess strong attention to detail and capabilities to manage multiple deadlines.
**Responsibilities**:- Analytical- Responsible for generating short term forecasting to be used for developing weekly staffing schedules- Conduct root cause analysis of forecast and staffing variations and provide key actionable recommendations for process improvements- Perform "What-if' scenarios to facilitate optimal staffing levels or support adjustments to work flows- Monitor service levels of workloads for appropriate escalation and awareness- Work with leadership to define requirements and produce trending reporting as it relates to queue performance- Provides summary of analysis and recommendations to leaders to assist in resolving business issues of workload factor- Conducts regular quality reviews to ensure staffing needs are met and provides coaching and insight to maintain an optimal scheduling cycle- Maintain capacity plans used for insights into long-range staff planning- Support other Workforce Analysts with scheduling related tasks as needed**Leadership**- Assist with identifying workforce management tool parameters, implement and maintain system configuration- Participate in development and implementation of training material to both advocates and leadership- Provide support and training to the leadership team on necessary reporting and trend analysis- Ability to clearly communicate with leadership on multiple levels- Participate in strategic planning initiatives while maintaining a high level of confidentiality- Document WFM process and workflows, as well as business recommendations/changes (i.E.
Skills, queues and call routing)- Ability to work independently with limited supervision and direction