Customer Care - Workforce Management Specialist
The Workforce Specialist is responsible for forecasting and the creation, maintenance, and intra-day management of the schedules for Mason’s Customer Care Centers and work at home positions. The position will provide for tactical planning, schedule adjustments, and trend analysis to ensure that the Contact Center achieves service level objectives that result in a world-class Customer Experience. The Workforce Management Specialist will monitor events that impact transaction volume across all channels (voice, email, and mail) and analyze staff availability and workforce utilization. The Specialist will utilize appropriate workforce management (WFM) systems, tools, and reports to assure optimum staffing levels. Responsible for analyzing and reviewing operational performance, compare results against business objectives and KPIs, and provide feedback/recommendations to management on process improvements. The Workforce Management Specialist will provide for staff allocation, time off requests, forecasting, contribution to capacity, and management of intraday workload utilizing Workforce Management software. The Specialist will supervise a small team of Real-Time Workforce Analysts and partner with Customer Care Managers to ensure intra-day staffing levels meet business KPIs.
ESSENTIAL POSITION FUNCTIONS:
Ensure staffing models are in line with current budget; assist in forecasting future staffing budgets for the Customer Care Contact Center. Analyze trends, call/contact volume, arrival patterns, staff productivity, attrition rates, etc. Provide trend analysis and feedback to management to improve call, handle time, and shrinkage forecasts. Identify/report staffing concerns that negatively impact service level performance. Provide key insights from analysis and interpretation of data. Utilize appropriate Workforce Management (WFM) and Automatic Call Distributor (ACD) systems, tools, and reports to assure optimum staffing levels. Manage intra-day resource allocation, skills availability, and distribution in order to meet service level goals utilizing appropriate systems and software. Monitor resources, call queues, and skills management. Manage and maintain agent schedule exceptions, shift requests and assignment, time off requests, contribution to capacity (adherence) performance, and reporting, as well as training, meeting and coaching schedules. Monitor incoming volume across all channels (voice, email, and mail), handle times, service levels, headcount, non-phone work, and other statistics (shrinkage) to ensure the appropriate number of agents available to meet Customer Care’s performance goals. Capture and organize Customer Care’s call/contact volumes and distribution trends (intraday, seasonal, peak periods). Disseminate information to Customer Care management and personnel as needed (e.g., schedules, forecasts, analysis, reports, and recommendations). .
Statistical analysis. Ability to forecast, develop and implement scheduling programs. Strong collaboration and reporting skills. Excellent interpersonal, oral and written communication skills. Ability to work with and present data and other information to all levels of the Bachelor’s degree in business management, math, statistics, economics or related field. two to four years’ experience in a call center workforce management function. Experience using a workforce management tool preferred. Experience managing data streams from multiple sources including telecommunications, customer relationship management and order entry systems. organization. Strong PC skills (including, but not limited to Microsoft Products and Visual Basic is a plus). Strong Microsoft Excel experience required including Pivot Tables, If Statements, VLookup and other forecasting formulas. Ability to manage multiple tasks. Understanding of call center metrics, tools and technologies.
EDUCATION and/or EXPERIENCE:
Bachelor’s degree in business management, math, statistics, economics or related field. Two to four years’ experience in a contact center workforce management function. Experience using a workforce management tool preferred. Experience managing data streams from multiple sources including telecommunications, customer relationship management and order entry systems.
- Pay Type Salary
- Job Start Date Monday, August 3, 2020
- Corporate Office, 1251 1st Avenue, Chippewa Falls, Wisconsin, United States of America