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VSP Vision Care · 2 days ago
Workforce Planning Specialist, Real Time Analyst
United States
Full-time
Remote
Entry, Mid Level
$49K/yr - $73K/yr
4+ years exp
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Responsibilities
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.
Qualification
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Required
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 his/her job duties
Ability to negotiate compromise and resolve escalations from management
Benefits
Eligible bonuses and commissions
Company
VSP Vision Care
We help people see by delivering what matters most to our members—quality care, personalized attention, and the best choices in eyewear at the lowest out-of-pocket cost.
1,001-5,000 employees
Funding
Current Stage
Late StageLeadership Team
Dan Schauer
Senior Vice President & General Manager – Strategic Partners and Government Business
Terri Wilson
SVP/GM Health Care Partners and Solutions
Recent News
Sacramento Business Journal
2024-02-03
Business Journals
2022-07-12
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