What are the responsibilities and job description for the Workforce Management Analyst position at DivIHN Integration Inc?
***W2 Contract & LOCAL Candidates Only***
Title: Workforce Management Specialist
Location: On-site at Milwaukee, WI or Green Bay, WI or Chicago, IL
Duration: 12 Months
Hours: Flexible in a window of 7 AM – 5 PM
Description:
This individual will report to the Care Center Operations Senior Team Leader. Will primarily be responsible for forecasting, scheduling and real-time monitoring of Care Center Consultants and the interactions they handle across three internal locations and one vendor. This includes: forecasting calls, email and back-office volumes and workloads; vacation, and planning offline work including meetings, coaching sessions and training; implementing real-time management systems and procedures. Assisting Care Center Leadership, providing staffing support during weather events and outside regular Resource Planner business hours through a weekly on-call rotation.
Essential Functions:
(50-70%) Manage allocation of Care Center Operations staff & other resources (300 individuals).
Specific items include:
• Create and modify work schedules that efficiently meet projected resource requirements and service level objectives, follow contractual scheduling requirements, address quality of life concerns and achieve budget objectives.
• Work with the training staff and work groups to develop training schedules that ensure critical training needs are met while achieving operational and service-level objectives.
• Develop and administer vacation schedules that support employees’ vacation needs while ensuring that operational and service-level objectives are not compromised.
• Forecast (and reforecast) staffing needs, schedule and assign offline work while ensuring that operational and service level objectives are met
• Facilitate the transition of new hire consultants from training to call taking, including scheduling, mentoring and floor walking
Experience:
• 3-5 years of experience in workforce management, resource allocation, etc.
• Experience in leadership.
• Experience/advanced knowledge: Workforce Management Software. Aspect preferred
Best Regards,
Amit
amustafi@divihn.com