Pet Resource Optimization Specialist

2 days ago


Auburn Hills, Michigan, United States Whisker Full time

Company Overview

Whisker is a leading innovator in pet tech and refined pet accessories, committed to delivering smarter insights for pet parents while enriching the lives of pets. Our mission is to solve problems and transform pet care.

About the Role

We are seeking an experienced Pet Resource Optimization Specialist to join our team in Auburn Hills, Michigan or Juneau, Wisconsin. This role involves ensuring the correct number of employees are scheduled at the right time to meet operational needs while maintaining a balance between employee engagement and productivity.

Responsibilities

  • Workforce Management: Monitor workforce performance metrics, provide regular reports to management on staffing efficiency, absenteeism, and SLAs, and use data analytics to recommend improvements to processes and systems.
  • Scheduling and Optimization: Adjust schedules and staffing allocations based on real-time data to optimize resource utilization, create and manage work schedules that align staffing levels with forecasted demand, and recommend optimal time frames for offline activities.
  • Communication and Coordination: Collaborate with supervisors and vendors to align workforce needs with operational objectives, communicate schedule changes, overtime needs, or adjustments to team members in a timely manner.
  • Technology and Systems Management: Use Workforce Management software to automate scheduling and reporting processes, manage and build agent profiles, assignments, and shifts in workforce management systems.

Requirements

  • Education: Bachelor's degree in Business, Human Resources, or related field.
  • Experience: 1-3+ years of experience in Workforce Management or Call Center Operations, with proven experience as a Real-time Analyst or Workforce Management Specialist.
  • Skills: Proficiency in WFM software (NICE, Calabrio, etc.) and Excel or Google Sheets, strong analytical and forecasting skills, excellent organizational and multitasking abilities, and strong communication and interpersonal skills.
  • Certifications: Certifications in Workforce Management tools or methodologies (e.g., Certified Workforce Planning Professional).

Compensation and Benefits

We offer a competitive salary of $85,000 - $110,000 per year, depending on experience, plus a range of benefits including premium medical/dental/vision insurance, paid parental leave, Whisker Parents Program, one day 'pawternity' leave for new pet adoption, discount on Pet Insurance, 401K match, flexible spending accounts, company-paid short-term disability and life insurance, Employee Assistance Program (EAP), generous paid time off, 14 paid holidays, top-of-the-line equipment, pet-friendly office, Whisker products and swag, continuing education support, and on-site gym with Peloton.

What We Offer

At Whisker, we believe different perspectives make us better and strive to create a place where everyone has equal opportunities to thrive. If you're passionate about optimizing resources and improving operations, we encourage you to apply.



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