Build and maintain a staffing schedule model as we scale that supports service levels and availability.
Analyze patterns in online/offline volume and identify areas for improvement in the current staffing system.
Real-time monitoring of all support channel queues.
Real-time monitoring of agent schedule adherence.
Make recommendations for daily adjustments to breaks/lunch schedules.
Make recommendations for overtime based on daily and weekend volume levels.
Build data collection and reporting to drive future efficiencies in staffing, scheduling, and real-time running of the business.
Review of assumptions vs outcomes to understand the accuracy of forecasting, and make recommendations for adjustments based on root cause analysis.
Weekly reviews in the COE Leadership meeting on current staffing, schedules, results, and future view into coming staffing issue potentials.
Work with Data Science Analytics for intermediate and long term staffing projections and recommendations.
Partner with key stakeholders on our data and how it can be best utilized by their areas.
As new team segments develop, provide recommendations for site-wide agent movements, backfill opportunities, and workforce support capabilities.
Required: Bachelor’s degree from an accredited university.
Required: Minimum 1+ years of workforce experience.
Familiar with workforce management software and assist in the selection of workforce management software.
Familiar with Tableau and other analytic software systems.
Ability to demonstrate sound judgment, outstanding decision-making, and analytical skills.
Excellent analytical, decision making, and problem-solving skills.
Outstanding oral and written communication skills.
Proven ability to work and consult as part of a larger team.