Workforce Planning Manager

Summary

Salary
Starting salary will be based on experience and credentials
Team
Customer Service
Location
Aurora, IL, USA

Description

This role will be functionally responsible for all scheduling, forecasting, real-time monitoring, and staffing level analyses across a 400+ FTE contact center operation. We are looking for a strong Workforce Manager who will be able to balance long- and short-term strategy and the day-to-day management of workforce personnel.

Accountabilities

Conduct all workforce management activities to recommend appropriate staffing levels

  • Create and maintain metrics related to workforce management, to include forecasting, call center statistics, capacity planning and scheduling.
  • Perform analysis on metrics to make scheduling recommendations to management, appropriate to call volume projections, to achieve service level goals
  • Monitor call queues and make adjustments based on seasonal variations, special events, or other cyclical patterns that impact call volume
  • Identify change initiatives to support successful productivity levels and quality customer service; promptly and thoroughly implement agreed-upon changes
  • Maintain and analyze Daily Activity reports, Agent & Department Scorecard reports, Forecasting Volume reports and other reports as assigned.
 

Recommend scheduling needs and manage schedule exceptions

  • Make staffing recommendations that support team goals and initiatives, while maintaining high levels of performance
  • Partners with call center supervisors and managers to ensure appropriate staffing is in place and contingency plans are created to overcome operational challenges
 

Data base building, maintenance and reporting

  • Create, compile and extract information to maintain agent Pay for Performance database and submit weekly/monthly performance reports to Customer Experience staff
  • Compile time sheet report for interim staff using NICE database
  • Complete and track daily and weekly attendance reporting and monthly attrition reporting
  • Per request by supervisor or manager, create trending analysis and other various reports

Fulfill other duties as required

  • Special projects as directed by manager
  • Relish the opportunities to pick up new activities that fall broadly in the purpose of the role
  • Ability to take initiative to think outside the box and identify opportunities for improvement
  • Identify problems and find solutions

Skills

  • Minimum 4-8 years’ experience in workforce management or analytics required
  • Bachelor’s Degree strongly preferred
  • Minimum 4-8 years’ experience in a call center environment preferred
  • Familiarity with InContact and IEX software required
  • Workforce Management software experience required
  • Strong proficiency with Excel
  • Must be a highly motivated, enthusiastic team player, driven by targets
  • Dynamic, driven, energetic, engaging and ability to drive for results
  • Must have a customer focus
  • Excellent written and verbal communication skills
  • Strong organizational skills, able to deal with multiple tasks simultaneously
  • Ability to build strong relationships with all types of people
  • An innovative thinker who enjoys learning and solving problems
  • Ability to work a varied schedule including nights, weekends and overtime if needed
  • Ability to lift, push or pull up to 30lbs

Benefits

Dyson US monitors the market to make sure we offer competitive salaries and retirement plans. But financial rewards are just the start of a successful career at Dyson. Professional growth and new opportunities are driven by regular reviews and dynamic workshops. And with a vibrant culture, the latest devices and a dress code reflecting our creative engineering spirit, it’s an exciting team environment geared to fuelling and realising ambition. Dyson is committed to providing reasonable accommodations to individuals with disabilities. If you are interested in applying for employment with Dyson and need a reasonable accommodation for any part of the application process, please send an e-mail with your contact information, the job number of the position for which you are interested in applying, and the nature of your request to careers.us@dyson.com or call: (312) 706-2260. Determinations of requests for reasonable accommodation are made on a case-by-case basis. Dyson is an Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities


Posted: 23 May 2019