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Role Description

Due to growth, we are adding a Specialist, Workforce Management to our team! The Specialist, Workforce Management is responsible for supporting workforce management setup, scheduling, analysis, forecasting, etc. to ensure internal and external service levels commitments are achieved. The WFM Specialist performs basic troubleshooting with the workforce management systems including input and output systems and escalates as necessary. This individual will review available data or requests new reports to make recommendations on staffing to consistently meet service levels and run and requests enhancements to analytic reports on a regular and ad-hoc basis that assist in identifying areas of performance improvement, providing recommendations for efficiencies, and projecting staffing for future volume.

Responsibilities

• Run and review volume forecasts, shrinkage analysis reports, headcount requirements, new hire/modified shift requirements, and average handle time analysis to ensure accurate scheduling.
• Conduct and document routine data validation of WFM systems and reports.
• Measure accuracy of those forecasts on both short term and long-term basis. Meet established forecast accuracy goals.
• Schedule activities around forecasted contact patterns and ensure activities are current in the WFM system. Notify affected parties when off-line activities need to be rescheduled.
• Adjust call routing as directed when unusual call patterns exist in order to ensure service levels are met; manage multiple queues and skill groups.
• Identify need for departmental reports for individual and unit performance metrics and submit requests for enhancements; see through to production.
• Shadow staff to determine opportunities for reducing handle time and/or improving first call resolution.
• Document and assemble requirements to generate reports, charts, scorecards, dashboards, forecasts for business use.
• Responsible for development of training materials and documentation of policies and procedures.
• Other duties as assigned.

Qualifications

• A minimum of a high school diploma or equivalent required, associate degree in the field of mathematics, statistics, or related field preferred.
• A minimum of four years’ experience required working in a contact center environment coupled with a minimum of one year workforce management experience forecasting, scheduling, and utilizing WFM tools.
• Experience writing reporting requirements, testing, and implementing these reports desired.
• Participate in, adhere to, and support compliance program objectives.
• The ability to consistently interact cooperatively and respectfully with other employees.

Benefits

• Top of the industry benefits for Health, Dental, and Vision insurance.
• 20 days paid time off.
• 4 weeks paid parental leave.
• 9 paid holidays.
• 401K company match of up to 5% - No vesting requirement.
• Adoption Assistance Program.
• Flexible Spending Account.
• Educational Assistance Plan and Professional Membership assistance.
• Referral Bonus Program – up to $750!