Position Summary
The Workforce Management Near-Term Planner has experience within WFM and has a solid understanding of various WFM functional areas such as service level management and strategic agent scheduling. The Near-Term Planner is an elevated role within WFM and will utilize their WFM expertise and knowledge to create near term forecasts and optimized schedule patterns for greatest efficiency and output
Duties and Responsibilities
Encompass Sections by WFM:
Near Term Forecasting
· Responsible for gathering, maintaining, and validating detailed records of volume, handle time, weekly agent hours, and necessary historical details used to update arrival patterns and shrinkage trends
· Process interval/daily/weekly breakdown of FTE/Volume/AHT forecasts and requirements along with other updates.
· Create accurate near-term tactical IDP’s for multiple lines of business and various customer contact channels (Inbound Calls, Email, Social Media, Chat, etc.).
· Lead forecasting meetings with Operations Managers and other Support Department members.
· Work as a key member on Operations and Client communications for Programs at risk of not meeting service level goals. The role is expected to give recommendations and assess risks with strong written communication skills.
· Identify staffing impacts for future forecasting accuracy and compare to actual results.
· Identify opportunities for improvement in forecasting, shrinkage goals, and tactical service level planning
Staffing and Scheduling
· Ability to run scheduling scenarios and offer insight of impacts and risks to staffing and service levels.
· Create, manage, and discuss shift bid requirements with Operations Management on a quarterly basis, working with them on timelines, types of shifts, and schedule variations offered
· Maintain trial schedule sets in the system, owning its updates including schedule generation, master template edits, and extending schedules one year out or as required
· Complete Scheduling requests such as but not limited to: Shift Bids, Offline Activities, Coaching’s, Trainings, Manager Overrides, Holiday updates, Managed Outbound Changes & Permanent Schedule Changes
· Process HR status reports requiring eWFM updates such as onboarding, change, and term reports
· Create and maintain eWFM agent profiles and schedules, coordinating with Training and Operations on the schedule requirements
· Work closely with Operations and other WFM resources such as Long-Term Business Planners and Real-Time Management to ensure agent schedules are appropriately aligned to meet intraday service level goals, being the subject matter expert on the program’s scheduling methods
· Work alongside Project Management Teams and provide recommendations on scheduling of large scale projects involving single or multiple programs. This can include new launches, transitions from one system to another, program-wide or site-wide trainings, etc.
· Partner with Operations and WFM Forecasting to ensure a high level of accuracy is maintained on the official documents at all times.
Work Environment and Personal Development
· Create a positive work environment that fosters successful team performance and leadership.
· Build skill sets and continue to develop proficiency of the department’s systems and applications ensuring Percepta remains on the cutting edge of Workforce Management within the industry that will facilitate the growth of yourself and Percepta within the industry.
· Ability to interface with all levels of management including Executives within Percepta and Ford.
· Other duties as assigned.
Education
· 2 year college degree or work equivalent required.
Experience
· Minimum 2 years’ in Workforce Management with experience in real time service level management and agent scheduling.
· Medium to advanced user of MS Excel and working experience in other Windows based programs (Word, PowerPoint, etc.).
· 2 years’ experience with WFM software (Verint /Blue Pumpkin, IEX, eWFM, etc.) preferred.
Skills
· Ability to organize/analyze data in a structured manner using the information to build automated tools to access the data on a periodic basis.
· Customer Focus: must demonstrate competency in dealing with all levels of employees /management and building strong relationships with teams and all organizational customers.
· Functional/Technical Skills: must possess strong quantitative, analytical and technical aptitude skills
· Drive for Results: must possess the ability to work under pressure, meet deadlines and be accountable for performance.
· Time Management: must be able to multi-task, be detail oriented and demonstrate strong organizational skills.
· Interpersonal Savvy: must demonstrate excellent interpersonal skills with all levels of organizational customers and team members.
· Written Communication: must possess the ability to effectively, accurately and concisely convey thoughts and concepts, and provide information to all organization customers.
· Problem Solving: must demonstrate the proactive ability to find and define problems, understand business impact, identify solutions and provide recommendations for corrective action.
· Decision Quality: must possess the ability to work independently, establish priorities and demonstrate good judgment skills.
· Learning on the Fly: must be willing and able to take the initiative for learning, increasing knowledge and improving skills in a self-directed manner to improve performance and position added-value.
· Dealing with Ambiguity: ability to adapt and excel as a team player in a fast-paced and change-oriented environment.
· Influential: must be able to engage and influence peers through their knowledge WFM with analysis and recommendations. Ability to engage the audience in a collaborative discussion.
· Accurate: must demonstrate ongoing focus on accuracy, checking and rechecking for errors.
Other
· Must be available to work varied shifts.
· This position requires a high level of professional integrity. Client and employee information must be kept confidential
