Workforce Planning Specialist
VSP VisionProvide 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
Job Specifications
Typically has the following skills or abilities:
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
#LI-VISIONCARE
Compensation range for the role is listed below. Applicable salary ranges may differ across markets. Actual pay will be determined based on experience and other job-related factors permitted by law. As a part of the compensation package, this role may include eligible bonuses and commissions. For more information regarding VSP Vision benefits, please click here.
Salary Ranges: $58,656.00 - $80,253.00VSP Vision is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to age, gender, race, color, religion, sex, national origin, disability or protected veteran status. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
Unincorporated LA County Residents: Qualified Applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act, and any other similar laws.
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