**Job Summary**:
The Workforce prepares and produces work volume and staffing forecast dashboards, as well as comparative data on results vs. forecasts, identifies opportunities for improvement and recommends solutions. This position provides workforce management scheduling and load balancing requirements for work peaks and valleys. The Workforce Planner makes adjustments and recommendations for optimizing scheduling to maximize service and quality.
**Duties/Responsibilities**:
- Accurately create and manage effective schedules for agents and staff.
- Coordinate the scheduling of business-related activities such as training, meetings, and overtime.
- Monitor activity, queue volumes and call center metrics for all channels, and recommend daily staffing adjustments for all channels to meet service level agreements.
- Assist with the forecasting, tracking, monitoring, and reporting the daily/monthly contact center statistics.
- Coordinate with contact center leadership to identify opportunities for service improvements and business optimization.
- Establish and maintain effective working relationships with cross functional stakeholders.
- Leverages reports and dashboards on historical data and forecasting results from applicable systems.
- Analyze and develop weekly recommendations for scheduling and staffing requirements.
**Required Skills/Abilities**:
- Ability to work independently with efficient time management skills, adapt to changing priorities, meet deadlines and work well under pressure.
- Analytical and problem-solving skills, with the ability to define problems, collect data, establish facts and make data supported decisions.
- Be an individual contributor with the ability to manage multiple systems and projects simultaneously in a fast-paced environment.
- Excellent verbal and written communication skills.
- Excellent organizational skills and attention to detail.
- Excellent time management skills with a proven ability to meet deadlines.
- Strong analytical and problem-solving skills.
- Ability to function well in a high-paced and at times stressful environment.
- Proficient with Microsoft Office Suite or related software.
- Bi-lingual with exceptional English language and writing skills.
**Education and Experience**:
- Bachelor's degree in business operations or equivalent education and experience.
- Two or more years of successful forecasting and planning experience, with strong talent management and/or operations background, preferably in a high-demand production environment.
Tipo de puesto: Tiempo completo
Salario: $16,000.00 - $24,000.00 al mes
Horario:
- Diurno
- Turno de 8 horas
Pregunta(s) de postulación:
- ¿Hablas Inglés?
Experiência:
- WFM: 2 años (Deseable)
Lugar de trabajo: In person
