Workforce Specialist 1 - Real Time Analyst

Its fun to work in a company where people truly BELIEVE in what they are doing!

Were committed to bringing passion and customer focus to the business.

Role and Responsibilities

• Manages a team of RTAs, Schedulers and Supervisor/s
• Administers setup and utilization of WFM software and reporting tools
• Administers communication to and from Operations and other support departments
• Collects and analyzes and reports historical center performance statistics
• Manages long-term forecast / staff plan and lead monthly staff plan / budget meeting
• Works with Human Resources, Recruiting, and Training to coordinate the hiring and training of new employee resources
• Works with training and operations to coordinate multi-skill training for existing agents
• Oversees communication to new hires on schedule process
• Oversees short-term workload forecasting
• Oversees scheduling philosophy of schedule assignments
• Oversees proactive scheduling of discretionary activities such as training, meetings, overtime and under time
• Oversees intraday management of scheduling procedures, analysis of real time workload requirements, and call routing to manage performance to service level requirements
• Responsible for maximizing efficiency and occupancy while meeting service objectives
• Oversees analysis and reporting of employee performance including schedule adherence
• Recognizes and recommends operational and support improvements
• Performs other duties that may be assigned from time to time.
• Main POC on programs and LOBs supported. Should have a firm grasp of the programs day over day performance and opportunities.
• Responsible for the team s performance and engagement

Qualifications and Education Requirements

• College degree is preferred
• At least 5+ years experience in Workforce Management in operations: volumes management, and / or forecast, capacity planning, scheduling and real time management
• Strong decision making ability required
• Excellent oral and written communication skills required
• Good understanding of business financials
• Ability to handle multiple projects and meet aggressive timelines
• Must have proficiency with various software applications programs
• Experience in managing functional groups.
• Experience in management of forecasting, capacity planning and various scheduling software applications
• Experience in managing forecasting, capacity planning, scheduling and real time functions in a multi-site/skill environment preferred

Core Competencies

(Minimum level of proficiency: N-Novice, I-Intermediate, A-Advanced, S-Strategic)

• Drive for Results - A
• Communication - A
• Resourcefulness - A
• Building Relationships - A
• Developing People - A
• Culture Building - A

Technical Competencies

• Planning and Strategy
• Staffing and Scheduling
• Decision Making
• Performance Management
• Change Leadership
• Coaching
• Collaborative Leadership
• Conflict Management
• Influence
• Team Leadership

If you like wild growth and working with happy, enthusiastic over-achievers, youll enjoy your career with us!