Workforce Management Specialist

EssilorLuxottica Group•Farmers Branch, TX

1d•Onsite

About The Position

As a member of the Workforce Management Team, the Workforce Planning Specialist (Real Time Adherence) has the function of Intra Day Performance Management in real time and execution of the plan provided by the Workforce Analyst. The Workforce Planning Specialist also ensures there is adequate and appropriate response and communication to leadership for all service affecting alerts. The person in this role works collaboratively with the Workforce Analyst under the supervision of the Sr Manager of Workforce Planning.

Requirements

High School Diploma
Minimum of 1 year call center experience
Knowledgeable of contact center metrics, processes, and key performance indicators
Strong organizational skills
Analytical aptitude
Strong Excel skills
Excellent verbal and written communications skills
Ability to work with minimal guidance in a time critical environment

Nice To Haves

Associate’s degree or equivalent experience
Prior experience in a workforce management role
Exposure to workforce management software and processes

Responsibilities

Monitor Key Performance Indicators through active utilization of Workforce Management tools.
Real time monitoring of all Intra Day performance models ensuring actual staff is aligned with predetermined forecasts and schedules provided by the Workforce Analyst.
In collaboration with WFM Analyst, implement contingency and resource plans on an interval and daily basis as needed (staffing movement, IT related issues, management decisions) is maintained between all necessary parties to include managers/supervisors, operations directors and the IT Help Desk)
Escalate and facilitate resolution of issues across call center operations as required to ensure compliance with Service Level Agreements (SLA)
Ensure consistent communication regarding demand or staff anomalies
Monitor key call center systems to look for alarms or call delivery failures. Work with leadership to invoke alternatives to any service impacting drivers to ensure business continuity in the call center(s)
Performs other duties as required