Assoc, Customer Service Workforce Planning

This position is responsible for assisting the Workforce Management Specialist within the Customer Service team. This position collaborates and assists the Customer Service leadership team in optimizing staffing levels, productivity, and the customer experience while maintaining costs and delivering the business goals.

Responsibilities

· Responsible for the entering of monthly, weekly, daily and hourly performance metric information which supports staffing requirements and business growth objectives for all customer service teams.

· Responsible for staffing forecasts and staffing recommendations for the leadership team.

· Have advanced system knowledge of excel

· Develop weekly work schedules based on forecast, as well as preparation of weekly payroll report to leadership team.

· Processes management requests for modifications of scheduling events (meetings/training/attendance, etc.).

· Monitor customer service phone queues and schedule adherence to support workload.

· Prepares intraday reports on all performance metrics.

· Identifies and researches service level risks for problem resolution and management notification.

· Maintains all time off requests and approve/deny based on coverage needed.

· Process scheduling changes to ensure adequate daily resource coverage.

· Identifies and recommends process improvement opportunities to improve productivity, performance and customer satisfaction.

· Provides analytical support for special projects.

· Communicates effectively and works with staff members on a daily basis. This includes effective team relationship building skills.

· Must be able to ability to work independently but also provide direction to call center agents regarding schedule adherence

· Must be able to maintain confidential information as applicable

· Performs any other related duties as required or assigned.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

• High school diploma or general education degree; and two years related experience. Experience using Excel is preferred.

LANGUAGE SKILLS

• Ability to translate complex approaches and issues into actionable implications easily understood by all levels of management. Must be able to effectively present information and respond to questions from groups of managers, clients, customers and the general public.

MATHEMATICAL SKILLS

• Ability to work with mathematical concepts such as probability, fractions, percentages, ratios, and proportions to practical situations.
• Ability to apply statistical concepts such as averages, standard deviations and data population samples to business situations.

REASONING ABILITY

• Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

COMPUTER SKILLS

• Must be fluent with Microsoft Office and operate at above average in Microsoft Excel.
• Aptitude to learn call center systems – call routing, forecasting, scheduling, quality monitor, reporting and the ability to navigate the technical details required to administer the call center systems in use at the time.

PHYSICAL DEMANDS 
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel and talk or hear. The employee frequently is required to sit and reach with hands and arms. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.