Workforce Planning Specialist - Remote CA - R1

VSP Vision

Published 3 weeks ago

Provide workforce management expertise to Call Center business partners. Work closely with WFM Analyst team to analyze alternatives and implement changes to current systems and processes.

Provide knowledge and expertise of the utilization and function of the current WFM systems and processes to support business needs, projects, and issue research and resolution

Work with project teams to gather data to support the development of alternative methods to improve accuracy, efficiency, and cost-effectiveness

Develop business process and procedure mapping within WFM

Perform backup support and act as point of contact for other departments and other representatives in discussing proposed changes that may impact CEC workforce

Perform trending and analysis on call center and agent metrics including but not limited to AHT, Schedule Adherence, Wrap, Idle, ASA, Service Level, Employee Shrink, and Turnover

Monitor real-time staffing needs and use critical thinking to make real-time adjustments to employee skill profiles

Provide backup support in the entry of exceptions within applicable workforce planning systems

Effectively identify and communicate service issues as they arise

Publish reports & information to the division Intranet/resource pages

Ensure center compliance to operational goals/performance guarantees

Job Specifications

Typically has the following skills or abilities:

Bachelor’s Degree in Business Administrative or related field; in lieu of degree 4 years functional experience

General knowledge of telephone, database, and intranet systems

Excellent verbal and written communication skills

Proficient with word processing and spreadsheet applications

General knowledge of workforce management principles and procedures

Proficient in mathematics

Ability to complete work within a specified timeframe

Ability to regularly exercise discretion and independent judgment in the performance of job duties

Ability to negotiate compromise and resolve escalations from management