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Contact Center Workforce Management Planner

4 weeks ago

Bismarck, North Dakota, United States HomeSafe Alliance Full time

About the Role

The Workforce Management Planner will be responsible for leveraging workforce optimization software to deliver timely and accurate demand forecasts and plan for staffing needs in our 24/7 omnichannel contact center. This role will analyze current and historical data to provide strategic insights, capacity planning, and efficient staffing models from which to build, maintain, and publish scheduling for employees.

Key Responsibilities

  • Develop and continually improve forecast and capacity planning models for the Customer Care team, consisting of inbound and outbound operations, anticipated to handle over 1.5M contacts annually, in an omni-channel contact center environment.
  • Analyze large amounts of data to produce daily, weekly, and monthly volume forecasts, determine staffing levels that optimize efficiency and service levels, and inform optimal scheduling decisions.
  • Identify trends in volumes by channel and customer patterns to make data-driven planning decisions ensuring Service Level objectives are met through peak and non-peak seasons.
  • Account for daily and seasonal fluctuations in contact volume, productivity, non-customer facing activity, and shrinkage to ensure staffing is adequate for delivering both exceptional Customer and Employee Experience.
  • Own both short and long-term volume and headcount planning requirements by function.
  • Determine root cause of forecast, capacity, scheduling, and performance deviations and help develop mitigation plans.
  • Assist with schedule creation, communication, and change requests.
  • Collaborate with the Customer Care Team to understand and plan for changes in process and policies that could impact forecasts and schedules.
  • Effectively and promptly communicate changes to model inputs and outputs to proactively identify risks and opportunities relevant to contact center operations.
  • Partner with Reporting Team to understand data and integrate impacts of Service Level, Average Handle Time, Contact Rate, First Contact Resolution, non-customer facing activity, Productivity, ASA, Shrinkage, Adherence etc. on capacity planning, forecasts, and scheduling.
  • Maximize NICE CX1 and other tools to effectively analyze, evaluate, and communicate forecasts, capacity plans, schedules, trends, and recommendations.

Requirements

  • High School diploma or GED
  • 3 years of analytical, forecasting, workforce management, or leadership experience in a contact center environment.
  • Highly analytical, detail oriented, with strong organizational skills.
  • Ability to communicate effectively with written, verbal, and presentation skills and to use data and quantitative reporting to support message.
  • Experience with Microsoft Office Suite (Word, PowerPoint, Outlook), advanced skills in Excel.
  • Must be a U.S. citizen due to contractual requirements.

Preferred

  • Experience leveraging NICE CX1 WFM software/applications highly preferred.
  • Bachelor's Degree or equivalent experience.
  • Military experience and/or immediate family member of a military member while on active duty.

Benefits

  • Medical, Dental and Vision Insurance.
  • Paid time off (PTO) Three weeks of PTO for newly hired employees.
  • 401(k)
  • Health and Wellness Programs.
  • Disability, Life and AD&D insurance.
  • Employee Support program.
  • Family Support: Bright Horizons, child and elder care services.
  • Teladoc Medical Experts, second opinion program.
  • Travel Accident & Medical.
  • TRICARE Supplement Plan.
  • Voluntary Benefit Plans.
  • And more.