Workforce Planning Representative

Schools Financial • Tustin, CA

372d • $28 - $41

About The Position

We're always looking for diverse, talented, service-oriented people to join our exceptional team. The Workforce Planning Representative position involves assisting the division Vice President or manager with contact center trends, including call volumes, call patterns, staff productivity, attrition rates, and resource allocation. The pay range for this position is $28.45 - $41.25, with scheduled weekly hours of 40. Typical new hire salary offers fall within the minimum to midpoint of a pay range for many candidates, based on their unique set of knowledge, skills, education, and experience as well as internal equity.

Requirements

• High School Diploma or GED required.
• 1-3 years of previous related experience required.

Nice To Haves

• Bachelor's Degree or equivalent years of experience preferred.

Responsibilities

• Assists the division Vice President or manager with contact center trends.
• Provides Management with staffing forecasts and scheduling plan for Service Delivery Representatives.
• Analyzes contact center trends, including call volumes, call patterns, staff productivity, attrition rates, and resource allocation.
• Forecasts call arrival and builds staffing and scheduling plans to meet business unit goals and objectives.
• Monitors call volume of inbound call traffic and ensures Member service needs are met.
• Creates reports for capacity planning within the contact center.
• Coordinates with other departments during outages and redirects calls.
• Researches current workforce laws and regulations.
• Acts as the liaison between the division and department leads.
• Participates in efforts to collect and analyze metrics utilizing internal reporting tools.
• Researches, develops, and assists with implementation of business unit projects.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Credit Intermediation and Related Activities
• Education Level: High school or GED