Workforce Schedule Planner

Customer Excellence Los Angeles, United States


The Role:

Reporting to the Workforce Specialist, you will be responsible for the generation, validation and publication of Customer Service rosters. The Workforce Schedule Planner will manage all requests/exceptions, optimize short term planned workforce and follow our customer service standards while maximizing labor efficiency.

You will work closely with the Global WFO team to manage schedule adherence and resource planning. You will provide recommendations to CS leadership on how to best approach operational challenges, provide data and ad-hoc reports to various levels of management, and serve as subject matter expert for WFM/WFO related topics.

What you'll do:

  • Manage the right balance between workload and staffing from a short-term perspective
  • Work with global teams to create and validate working schedules that will ensure desired service levels
  • Optimize schedules through over/under analysis, taking into account the variables that affect call volume forecasts
  • Optimize staffing levels, proactively monitoring availability and deficiencies
  • Monitor and analyze schedule adherence and productivity
  • Monitor and report shrinkage trends

Who you are:

  • WFM experience is required, preferably in a multi-channel environment
  • Experience with WFM and scheduling software
  • Strong Microsoft Excel skills
  • Excellent interpersonal and communication skills
  • Ability to manage large volumes of information and tell stories with data
  • Strong analytical and problem solving skills
  • Highly organized with the ability to manage sometimes competing priorities
  • Flexibility in schedule; must be available to work possible evenings, weekends and holidays when needed by global team
  • Ambitious, consistent, and comfortable with diversity and adversity
  • SQL, VB, Monet, Talkdesk, SalesforceM- nice to have but not essential