Workforce Management Specialist - Resource Planner

JellTech Consulting; Illinois; Presencial; USD 55.000 - 96.000; Jornada completa

Descripción de la vacante

JellTech Consulting is seeking a Workforce Management Analyst - Resource Planner to forecast, schedule, and monitor a large Care Center team across multiple sites. The role focuses on real-time management, staffing plans, and process improvements to meet service levels and budgets.

You will collaborate with leadership to optimize operations, develop training and vacation schedules, and generate essential workforce reports.

Formación

• Bachelor's degree required.
• 3-5 years experience in workforce management.
• Experience in leadership roles.
• Experience with Workforce Management Software, Aspect preferred.

Responsabilidades

• Forecast, schedule, and monitor staffing for 300+ Care Center staff across multiple locations.
• Develop and maintain vacation and training schedules to meet SLAs and budget.
• Produce monthly performance and workforce reports to support leadership decisions.
• Improve workforce management procedures and implement standard reporting.
• Support on-call staffing during events and weather-related disruptions.

Conocimientos

Workforce management

Resource allocation

Leadership

Forecasting

Educación

Bachelor's degree

Herramientas

Aspect

Descripción del empleo

Job Description

We are seeking a Workforce Management Analyst - Resource Planner to do forecasting, scheduling, and monitoring of a large Care Center team.

This is a long-term several year contract opportunity with a large company in Milwaukee.

May be located in Milwaukee, Chicago or Green Bay.

Description

This individual will report to the Care Center Operations Senior Team Leader. Will primarily be responsible for forecasting, scheduling and real time monitoring of Care Center Consultants and the interactions they handle across three internal locations and one vendor. This includes: forecasting calls, email and back-office volumes and workloads; vacation, and planning offline work including meetings, coaching sessions and training; implementing real time management systems and procedures. Assisting Care Center Leadership providing staffing support during weather events and outside regular Resource Planner business hours through a weekly on call rotation.

Essential Functions

(50-70%) Manage allocation of Care Center Operations staff & other resources (300+ individuals).

Specific items include:

• Create and modify work schedules that efficiently meet projected resource requirements and service level objectives, follow contractual scheduling requirements, address quality of life concerns and achieve budget objectives.
• Work with the training staff and work groups to develop training schedules that ensure critical training needs are met while achieving operational and service level objectives.
• Develop and administer vacation schedules that support employees’ vacation needs while ensuring that operational and service level objectives are not compromised.
• Forecast (and reforecast) staffing needs, schedule and assign offline work while ensuring that operational and service level objectives are met.
• Facilitate the transition of new hire consultants from training to call taking, including scheduling mentoring and floor walking.

Real Time Resource Management for Care Center Operations

(50-70%) Real Time Resource Management for Care Center Operations.

Specific items include:

• Utilize real time management procedures that maximize the occupancy of all dedicated and supplemental resources in the care centers.
• Responsible for making real time evaluations and projections of workload volumes.
• Evaluate workload projections and work closely with the Care Center Leadership on taking appropriate actions to meet performance objectives and fully utilize all CS Care Center within budget.

Development and Continuous Improvement of Care Center Workforce Management Procedures

(10-30%) Development and continuous improvement of Care Center work force management procedures.

Specifics include:

• Identify opportunities and implement methods for more effectively utilizing Care Center resources.
• Provide necessary reports to support team leader implementation of the standards.
• Evaluate performance to budget requirements and identify differences to planned budget and potential causes.
• Monthly performance reports.
• Workforce management system reports.
• Performance Management reports.
• Other reports as determined to be necessary.

Personal Development

(5%) Personal Development.

Specifics include:

• Establish a career plan in coordination with the Operations Senior Team Leader that will enhance the acumen of the Resource Planner consistent with industry trends.
• Actively pursue knowledge in the utility industry and ensure up-to-date best practices are learned.

Minimum Requirements

Education

• Bachelor’s degree is required.

Experience

• 3-5 years experience workforce management, resource allocation, etc.
• Experience in leadership.
• Experience/advanced knowledge: Workforce Management Software. Aspect preferred.

Company Description

Your local southeastern Wisconsin Staffing company striving to become the most trusted company to help you find people in the state.