Workforce Management Specialist

2 weeks ago

Louisville, Kentucky, United States WSP Full time
Job Title: Workforce Management Specialist

WSP is seeking a highly skilled Workforce Management Specialist to join our team in Louisville, KY. As a key member of our Contact Center team, you will be responsible for creating and managing staff work schedules, analyzing data to determine trends, and formulating plans to meet operational goals.

Key Responsibilities:
  • Coordinate periodic review of call/email/chat/walk-up arrival patterns and metrics driving schedule performance.
  • Forecasting: Collect, analyze and maintain statistical data to develop short/long-range staffing forecasts for Contact and Walk-Up Centers.
  • Analyze impacts of KPIs on overall performance; identify opportunities for improvement.
  • Create and analyze customer contact behavior (calls, email, chat) across the Service Centers.
  • Proactively interface with Management, Supervisors, Trainers, and QA on all pertinent business issues.
  • Problem Resolution: Provide root cause analysis regarding workload, traffic distribution and service level performance to identify areas of opportunity for improvement.
  • Provide training and reference tools to Supervisors and Managers on reports.
  • Prepare daily/weekly/monthly and adhoc reports and distribute to Management.
Requirements:
  • Demonstrate strong analytical skills.
  • Must possess knowledge of Service Center Key Performance Indicators (KPIs).
  • Must possess working knowledge of Excel.
  • Twelve (12) months Service Center Experience.

Workforce Management experience preferred; experience with Ring Central Ideal.

About WSP

WSP USA is the U.S. operating company of WSP, one of the world's leading engineering and professional services firms. Dedicated to serving local communities, we are engineers, planners, technical experts, strategic advisors and construction management professionals. WSP USA designs lasting solutions in the buildings, transportation, energy, water and environment markets. With more than 15,000 employees in over 300 offices across the U.S., we partner with our clients to help communities prosper.

www.wsp.com

WSP provides a flexible and agile workplace model while meeting client needs. Employees are also afforded a comprehensive suite of benefits including medical, dental, vision, disability, life, and retirement savings focused on providing health and financial stability throughout the employee's career.

At WSP, we want to give our employees the challenges they seek to grow their careers and knowledge base. Your daily contributions to your team will be essential in meeting client objectives, goals and challenges. Are you ready to get started?

WSP USA (and all of its U.S. companies) is an Equal Opportunity Employer Race/Age/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/Disability or Protected Veteran Status.

The selected candidate must be authorized to work in the United States.

NOTICE TO THIRD PARTY AGENCIES:

WSP does not accept unsolicited resumes from recruiters, employment agencies, or other staffing services. Unsolicited resumes include any resume or hiring document sent to WSP in the absence of a signed Service Agreement where WSP has expressly requested recruitment/staffing services specific to the position at hand. Any unsolicited resumes, including those submitted to hiring managers or other business leaders, will become the property of WSP and WSP will have the right to hire that candidate without reservation – no fee or other compensation will be owed or paid to the recruiter, employment agency, or other staffing service.

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