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Workforce Planning Scheduling Analyst
US Cellular
Chicago, IL, United States
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The Workforce Planning Scheduling Analyst is responsible for the Workforce Management (WFM) System and the associate staffing and scheduling processes, with the critical objective of optimizing service levels to ensure the most efficient use of valuable staffing resources. This includes ownership of metrics reporting and analysis, scheduling, driving internal & external projects and processes to improve employee staffing, and all staffing and scheduling related policies.
This position works with Leaders within Operations and across internal and external call centers to determine the staffing and scheduling requirements to achieve service level and customer experience goals.
• Manages and maintains the workforce management system and information contained within, to include business rules, inputs, and outputs. Produces reports from the workforce management system for leadership.
• Makes recommendations and decisions that maximize resources, meet customer experience expectations, and are fiscally responsible.
• Owns and maintains all workforce management staffing and scheduling related policies and procedures.
• Drives internal/external projects and processes that improve the efficiency and accuracy of staffing and scheduling.
• Tracks and monitors associate availability on a daily, weekly, monthly basis, in conjunction with headcount and staffing information and goals for enterprise queues.
• Serves as a key contributor in queue review meetings with Enterprise Operations Managers and care center leaders.
• Shares scheduling metrics, analytics, insights, and issues with appropriate Leaders across functional areas.
• Uses the workforce management systems to understand, manage, and maintain associate schedules and profiles for over 2,500 associates and leaders.
• Runs staffing scenarios and analyzes them to recommend enhancements to staffing and scheduling for optimal coverage and achievement of service level goals.
• Prepares, assigns and communicates schedules based on forecasts and allocations from Workforce Management projections.
• Attends planning meetings to collaborate and provide recommendations on changes to forecasts/schedules to meet enterprise queue service goals.
• Partners with leaders to understand queue specific needs for staffing and leader coverage.
• Develops and produces schedules to meet the objectives and needs of the business.
• Administers and facilitates the operational elements of the associate shift bid process to accommodate changing business needs requiring readjustment of staff.
• Administers yearly associate vacation bid within workforce management system.
• Administers the loading and editing of associate benefit time. Partner with Payroll/ HR for any discrepancy resolution.
• Collaborates with Operations Specialists to address any issues or concerns occurring in supported queues.
• Recommends and approves optimal scheduling mix for all Enterprise Care Center events and training.
• Reviews and approves time off of the phone to include vacations, meetings and training, in conjunction with queue leaders.
• Acts as a liaison amongst multichannel leadership to manage, monitor and coordinate for staffing, training, overage/shortage, changes of breaks/lunches, overtime and time off needs.
• Generates reports to be used in the decision-making process within the call center environment as well as other areas of the company.
• Works with many sets of data in an undefined environment and suggesting ways and methods of improving the efficiency of multichannel operations as well improvements in customer’ experience.
• Manages special assignment data within workforce management system to ensure accurate incentive payout for associates and call center leaders.
• Bachelor’s degree or equivalent work experience required; 3 – 5 years Call Center forecasting and scheduling experience preferred.
• Experience analyzing and assessing data, generating related hypotheses, clearly communicating findings, and making recommendations for decisions to leadership required.
• Demonstrated ability to effectively interpret and communicate information to individuals and groups at a variety of levels.
• Ability to perform complex math functions and use system equations to derive specific calculations required.
• Flexibility in managing changing assignment and priorities, and ability to work flexible schedules to accomplish objectives, goals and projects required.
• Knowledge of call center environment, including understanding of care center Key Performance Indicators and systems.
• Knowledge of ACD and WFM tools, administration and equipment preferred.
• Proficient PC skills (Microsoft Office), with the ability to use programs to analyze and accurately interpret data.
• Ability to work independently and within teams.
• Strong organization skills with demonstrated ability to prioritize and successfully complete multiple tasks.
• Ability and desire to continuously learn and expand responsibilities.
• Detail oriented, with a high degree of accuracy.
• Works with many datasets in an undefined environment and suggests ways and methods of improving the efficiency of multichannel operations as well improvements in customer experience.