Workforce Management Specialist

Description

We are looking for a Workforce Management Specialist to become part of the LawnStarter family and keep up with our exciting growth as a full-time contractor position.

This Specialist creates and implements scheduling solutions utilizing innovative ideas, supplying staffing to all departments appropriate to dynamic business demands, scheduling adjustments, reporting key metrics, and analyzing real-time and historical call center performance to identify improvement opportunities.

This position will help develop policies that impact workforce management and the workforce while working closely with leadership in ensuring the communication and enforcement of these policies.

Job Duties:

• Supporting standardized tools, WFM methodologies, and business processes aimed at improving operational efficiencies

• Works with operations to develop procedures for shift types, vacation, and other schedule exceptions strategies that maintain the employee needs and business requirements

• Partnering with our operations teams on day-to-day trends and providing real-time metrics to meet interval coverage requirements

• Communicate to stakeholders on performance and challenges, i.e., giving direction, guidelines, performance updates to hit service level goals, and making suggestions for corrections to any issues

• Have a strong familiarity with forecast and scheduling concepts

Requirements

• Contact center experience, with a strong understanding of real-time management.

• Proficiency in Excel/Google Sheets.

• An ability to identify the root causes of issues by analyzing patterns and trends

• Thorough understanding of key drivers that influence staffing decisions within a Call Center

Additional responsibilities will include:

• Fill weekly schedule rosters for service representatives.

• Creating, analyzing, and evaluating current, as well as proposed schedules to ensure adequate coverage for forecasted volumes on a 30-minute interval

• Recommend schedule and shift changes while developing and conducting shift bids as necessary.

• Review forecasted staffing needs based on the volume forecast in multiple channels, weekly staffing projection based on the budgeted contact volume input, and staffing suggestions and solutions to support monthly goals

• Document and schedule a planned vacation, overtime, and VTO (Voluntary Time Off) to help maintain Service Levels.

• Verify reports, formulas, and data are accurate and producing the right results.

• Manage and support data cleanup/reconciliation of records.

Benefits

This is a work from home position.