Workforce Optimization Specialist

Two Harbors Investment•Coppell, TX

21h

About The Position

RoundPoint is seeking a Workforce Optimization Specialist to join our team. The Workforce Optimization Specialist generates schedules by analyzing historical performance for RoundPoint’s contact center. The Workforce Optimization Specialist reports to the Workforce Optimization Manager and must develop strong working relationships with key stakeholders, vendors, and co-workers.

Requirements

College degree preferred
Previous call center experience preferred
Computer proficiency, with focus on MS Excel
Ability to apply mathematical concepts and calculations
Strong mathematical, analytical, communication and interpersonal skills, strong customer-service skills including courteous telephone etiquette, and strong negotiation skills with sense of urgency in mind
Ability to interpret policies and procedures and communicate effectively
Ability to make decisions and exercise good judgment in a complex and rapidly changing environment
Capability to adapt to a fast-paced environment and learn and retain new or evolving information and procedures
Ability to work under stress and pressure and respond to inquiries with tact, diplomacy and patience
Ability to work in a team environment
Ability to exercise discretion on sensitive and confidential matters
Ability to communicate effectively through speech and hearing, both in-person and over the phone.
The employee is required to sit for extended periods of time and is occasionally required to stand and walk.
Remaining in a stationary position for extended periods, frequently sitting but occasionally involving standing or walking short distances; the employee may occasionally climb or balance, and stoop, kneel, crouch, or crawl.
Regular use of hands and fingers for tasks like keyboarding, operating office equipment, and filing documents.
Ability to lift and move objects weighing up to 10 pounds, and potentially up to 20 pounds occasionally.
Ability to observe details at close range, such as viewing a computer screen, reviewing documents, and performing data analysis.

Responsibilities

Manage scheduling processes, including shift bids.
Manage approval and denial of planned activities, such as vacations, trainings, meetings, etc.
Lead weekly and daily meetings with management detailing previous and forecasted performance, while identifying risks and offering recommendations to mitigate risk to the contact center.
Track, analyze, and report contact center and agent performance by developing reports that highlight the contact center’s KPIs.
Administration of WFO software.
Create process and procedure guides relative to WFO.
Develop work schedules in Workforce Management software to meet forecasted needs.
Provide various scheduling analyses to ensure optimal schedules and provide staff recommendations.
Makes necessary adjustments/changes to associate work schedules as needed.
Assist with email correspondence regarding scheduling inquiries, or changes.
Other duties and/or responsibilities not specifically set above may be assigned as needed.