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Company

Wellfleet · 3 hours ago

Workforce Planner

United States

Full-time

Remote

Mid Level

$60K/yr - $65K/yr

3+ years exp

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Employee BenefitsHealth Care

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Responsibilities

Forecast call volumes and staffing requirements based on historical data, trends, and business needs.

Monitor real-time adherence to schedules and make necessary adjustments to optimize productivity.

Analyze call center data and provide insights to identify opportunities for improving operational efficiency and performance.

Create and maintain accurate staffing schedules to ensure optimal coverage and service level targets are met.

Collaborate with manager and supervisors to identify and address staffing gaps and operational challenges.

Develop and maintain effective communication channels with customer service representatives, providing timely updates on schedules and any changes.

Generate short and long-term staffing models including "what if " scenarios based on service level goals, AHT, etc. and provide recommendations based on analysis.

Work collaboratively in a team environment and build strong relationships with manager, supervisors, and representatives.

Identify opportunities for process improvements and recommend changes to enhance efficiency and effectiveness.

Demonstrate flexibility and adaptability to adjust staffing schedules and plans based on unforeseen events or changes in business requirements.

Report results throughout the day (Intra Day Reporting).

Conduct regular evaluations of forecasting models, workforce management processes, and scheduling methodologies to drive continuous improvement.

Prepare and present workforce planning reports to management.

Collaborate with HR on workforce schedules.

Perform other duties as assigned.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Workforce planningData analysisCall center operationsMicrosoft Excel

Required

Bachelor’s degree in business administration, or related field and 3 years’ experience in workforce planning (specifically real-time management) in a call center or equivalent combination of education and experience.

Strong analytical and critical thinking skills, with the ability to interpret data and make sound decisions.

Excellent organizational and time management skills, with the ability to prioritize and multitask effectively in a fast-paced environment.

Proficiency in Microsoft Excel, including advanced formulas, pivot tables, and data manipulation techniques.

Excellent problem-solving and decision-making skills.

Excellent communication skills, both verbal and written, with the ability to effectively convey information to various stakeholders.

Strong work ethic and ability to work independently with minimal supervision.

Preferred

Strong knowledge of call center operations and industry-specific metrics (e.g., service level, average handle time, occupancy) is preferred.

Benefits

Life, health and dental, vision, 401K retirement plan, short- and long-term disability coverage, flexible/dependent care spending account, tuition reimbursement, and business casual dress.