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Operations Consultant (Resource Planning and Workforce Management Specialist)

Phoenix, Arizona

Job Description:

Responsible for the day-to-day resolution of complex problems and the execution of complex transactions for a single site/business unit or smaller business unit(s), including research. Participates in the design, development and implementation of complex products, systems and services in an operations environment. May manage projects and direct activities of a team related to special initiatives of an operations nature. Should function as the technical expert in their assigned area. Major accountabilities are based on individual expertise and capabilities. Should have in-depth understanding of the business unit's operations processes and implications on other groups within the operations function and other divisions within the company. Knowledge acquired through increasingly responsible operations analysis work. Clearly recognized as a content expert by peers. Bachelor degree or equivalent preferred. Individual typically has 3-5 years of experience.

LOB Job Description:

Workforce Management Specialist will design, build and maintain capacity models based on volume, handle-times, shrinkage assumptions and compare to current team size to assess capacity utilization. Responsible for performance of Work Force Management functions in meeting service level goals. Analyze call volumes and arrival patterns to create call agent schedules to match, and monitor results. Process schedule exceptions, vacation/time off allocations, and provide updates to leadership daily, weekly and monthly. Make call allocations changes between sites as necessary. Be able to communicate effectively with all management levels.

Responsibilities:

Optimize service levels on a real time basis. Adjust skilling and or planned events as per the established parameters
Partner closely with Leadership Team  to ensure the most efficient use of resources
Analyze real-time call center metrics (Service Level, AHT, Productivity and Volumes) to determine patterns/trends, and make recommendations as necessary
Collaborate with key business partners to identify opportunities for improvement of resource utilization and service levels
Administration and Utilization of all WFM applications
Basic Report Generation and Administration (Excel based reports)
Maintain proper communication channels regarding events that impact our call centers
Deliver regular updates to our leadership team for consistent transparency of call center metrics
Perform other duties as requested by supervisor

Required Skills:

2+ years contact center experience (Prior WFM experience highly preferred)
Hands on experience with workforce management tools and methodology
Strong focus on client and attention to detail
Knowledge of WFM IEX and Genesys greatly desired
Ability to effectively develop and communicate an “executive level message” leveraging relevant business data 
Strong analytical, conceptual and problem solving skills; critical thinker 
Highly organized with ability to manage deliverables on multiple projects and priorities simultaneously
Demonstrates “self-starter” behavior, a willingness to help others, and shows potential to require minimal supervision
Excellent written, verbal and communication skills 
Proficient in Microsoft Office Suite (Excel, PowerPoint, etc)
Ability to work in a team environment as well as independently
Self-motivation, self-direction, organizational skills and the ability to manage multiple priorities without sacrificing quality or timelines
Attention to detail

Other Qualifications:

Strives to bring new thoughts and ideas to teams in order to drive innovation and unique solutions

Excels in working among diverse viewpoints to determine the best path forward

Experience in connecting with a diverse set of clients to understand future business needs – is a continuous learner

Commitment to challenging the status quo and promoting positive change.

Participate in and drive collaborative efforts to advance tools, technology, and ways of working to better serve an evolving client base

Believes in value of diversity so we can reflect, connect and meet the diverse needs of our clients and employees around the world

Job Band:

H5

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

Responsible for the day-to-day resolution of complex problems and the execution of complex transactions for a single site/business unit or smaller business unit(s), including research. Participates in the design, development and implementation of complex products, systems and services in an operations environment. May manage projects and direct activities of a team related to special initiatives of an operations nature. Should function as the technical expert in their assigned area. Major accountabilities are based on individual expertise and capabilities. Should have in-depth understanding of the business unit's operations processes and implications on other groups within the operations function and other divisions within the company. Knowledge acquired through increasingly responsible operations analysis work. Clearly recognized as a content expert by peers. Bachelor degree or equivalent preferred. Individual typically has 3-5 years of experience.

LOB Job Description:

Workforce Management Specialist will design, build and maintain capacity models based on volume, handle-times, shrinkage assumptions and compare to current team size to assess capacity utilization. Responsible for performance of Work Force Management functions in meeting service level goals. Analyze call volumes and arrival patterns to create call agent schedules to match, and monitor results. Process schedule exceptions, vacation/time off allocations, and provide updates to leadership daily, weekly and monthly. Make call allocations changes between sites as necessary. Be able to communicate effectively with all management levels.

Responsibilities:

Optimize service levels on a real time basis. Adjust skilling and or planned events as per the established parameters
Partner closely with Leadership Team  to ensure the most efficient use of resources
Analyze real-time call center metrics (Service Level, AHT, Productivity and Volumes) to determine patterns/trends, and make recommendations as necessary
Collaborate with key business partners to identify opportunities for improvement of resource utilization and service levels
Administration and Utilization of all WFM applications
Basic Report Generation and Administration (Excel based reports)
Maintain proper communication channels regarding events that impact our call centers
Deliver regular updates to our leadership team for consistent transparency of call center metrics
Perform other duties as requested by supervisor

Required Skills:

2+ years contact center experience (Prior WFM experience highly preferred)
Hands on experience with workforce management tools and methodology
Strong focus on client and attention to detail
Knowledge of WFM IEX and Genesys greatly desired
Ability to effectively develop and communicate an “executive level message” leveraging relevant business data 
Strong analytical, conceptual and problem solving skills; critical thinker 
Highly organized with ability to manage deliverables on multiple projects and priorities simultaneously
Demonstrates “self-starter” behavior, a willingness to help others, and shows potential to require minimal supervision
Excellent written, verbal and communication skills 
Proficient in Microsoft Office Suite (Excel, PowerPoint, etc)
Ability to work in a team environment as well as independently
Self-motivation, self-direction, organizational skills and the ability to manage multiple priorities without sacrificing quality or timelines
Attention to detail

Other Qualifications:

Strives to bring new thoughts and ideas to teams in order to drive innovation and unique solutions

Excels in working among diverse viewpoints to determine the best path forward

Experience in connecting with a diverse set of clients to understand future business needs – is a continuous learner

Commitment to challenging the status quo and promoting positive change.

Participate in and drive collaborative efforts to advance tools, technology, and ways of working to better serve an evolving client base

Believes in value of diversity so we can reflect, connect and meet the diverse needs of our clients and employees around the world

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-21074261

Band: H5

Manages People: No

Travel: Yes, 5% of the time

Manager:

Talent Acquisition Contact:

Autumn Barlow Huitt

Referral Bonus:

0

Street Address

Primary Location:
1825 E Buckeye Rd, AZ, Phoenix, 85034