If you're ready to be part of our legacy of hope and innovation, we encourage you to take
the first step and explore our current job openings. Your best is waiting to be discovered.

A Brief Overview
Assist in workforce planning activities including production of reports and monitoring/adjusting
staffing assignments based on call volume forecasting and real-time analysis, customer
requirements and service levels. Monitors company/unit policies and procedures.

What you will do
Assist Manager with System Administration, including but not limited to:
Agent Profile Administration:
• Time Off
• Skills/Queues
• Upgrade Implementation
Ticket/Issue/Maintenance management:
• Check Service performance and forecast accuracy at regular intervals during the
day, and take necessary action to address abnormal volumes/contacts
• Monitor systems to make sure services are up and running 2x/day.
Report Production:
• Generate & publish schedules
• Adjust Forecast in WFM
• Assist Manager with analysis of short term and long-term forecast
• As needed, create, store, and report historical statistics
• Keep record of any special events or conditions that may have affected the contact
levels
• Analyze contact volume for trends by brand, contact type, seasonality, promotions,
etc.
• Collaborate with other departments, contact center staff and to identify
opportunities for greater efficiencies regarding workforce utilization.
Monitor & Adjust Schedules:
• Monitor Schedule adherence, managing staffing levels in coordination with
supervisors when staffing levels are too far above or below acceptable thresholds
• As necessary, request overtime, VTO, etc.
• Receive and reply to schedule change requests and time off requests.
Training:
• Create and administer training regarding workforce manage policies and
procedures
• Work with Training Dept. to schedule training times for refreshers
• Coordinate Cross-training, new hire training with Operations and Training Team.
Project Work:
• Participate in workforce related projects
• May provide guidance and oversee work of Workforce Leads.
Education Qualifications
Bachelor’s degree in a work-related field/discipline from an accredited college or
university preferred such as:
Mathematics/Statistics, Data Analytics/Data Science or Operations Research or related
fields
Experience Qualifications
• Three (3) years of progressively responsible customer service responsibility, call
center background or system reporting experience preferred.
• Working knowledge of Workforce Optimization platforms such as NICE, Verint and
Aspect preferred
• Experience in capacity planning, utilization and workforce management analysis
preferred.
Required Knowledge, Skills and Abilities
• Familiarity with call center technologies and ability to run and analyze system
reports
• Knowledge of Excel, PowerPoint, Word and ability to write/present reports
and presentations
• Ability to apply data findings to operational processes
• Ability to problem-solve in a fast-paced environment
• Strong customer orientation
• Proficiency in data science or operations research techniques and familiarity
with tools such as Python, R, or SQL is preferred.
Licenses and Certifications
• None