Sr. Workforce Management Specialist (Remote)

The Blue Venture Fund; Oak Brook (IL); Remote; USD 70,000 - 100,000; Full time

Job summary

The Blue Venture Fund is seeking a Workforce Management Analyst to optimize intraday operations for a multi-department contact center. You will translate staffing and skilling needs into actionable schedules and real-time decisions to support service levels and achieve business objectives.

Key duties include real-time monitoring with CXone and other tools, communicating with Operations and vendors, updating weekly schedules, producing daily performance reports, forecasting comparisons, and

Responsibilities

• Provide real-time monitoring and intra-day adjustments to maximize resource efficiency and achieve service level goals.
• Maintain constant communication with Operations teams and vendors to coordinate staffing adjustments based on current and forecasted results.
• Evaluate staff schedules and ensure data updates into scheduling system for the current week.
• Provide daily/intra-day performance reports to leadership.
• Compare results to forecast and identify opportunities for improvement.
• Maintain ACD skilling and prioritization and volume balancing across all contact center resources
• Generate ad-hoc reports as needed
• Manage current week time off administration
• Gather, analyze and summarize data from multiple sources to disseminate meaningful workforce data and metrics.
• Administer overtime and voluntary time off to support service goals and optimize financial outcomes.
• Mentor and train current and new team members
• Develop processes to enhance the overall efficiency of the department
• Respond to tickets/issues in a timely manner outlined by internal service level thresholds
• Other duties as assigned.

Job description

This role is responsible for the daily efforts to provide a great customer and employee experience by effectively delivering intraday management with the purpose of optimizing resources to achieve business objectives. Key functional responsibility includes the ability to demonstrate a strong understanding of how staffing and skilling requirements translate to the creation of optimal schedules and intraday management to support multi-department contact center operations. The ability to make quick data-driven solutions to constantly changing environments will be crucial to the success of this role.

• Provide real-time monitoring via available tools (CXone, IEX , etc.) and workforce management techniques to make intra-day adjustments to maximize resource efficiency and achieve service level goals / business objectives.
• Maintain constant communication with Operations teams and vendors to coordinate needed staffing adjustments based on current and forecasted results.
• Evaluates staff schedules and ensures data updates into scheduling system for the current week.
• Provide daily/intra-day performance reports to leadership.
• Compares results to forecast and identify opportunities for improvement.
• Maintains ACD skilling and prioritization and volume balancing across all contact center resources
• Generate ad-hoc reports as needed
• Manages current week time off administration
• Gathers, analyzes and summarizes data from multiple sources in support of disseminating meaningful workforce data and metrics.
• Administers overtime and voluntary time off opportunities to support service goals and optimize financial outcomes.
• Mentor and train current and new team members
• Develop processes to enhance the overall efficiency of the department
• Responds to tickets/issues in a timely manner outlined by internal service level thresholds
• Other duties as assigned.