Posted On: 2-16-2015
Position Title: Workforce Optimization Sr. Specialist/ Consultant
Job Location: Franklin, WI
BASIC FUNCTION: The Workforce Optimization Reporting Sr. Specialist/ Consultant is responsible for forecasting operational work volume based on historical trends and current experience at a monthly, weekly and intra-day level to create staff models that accurately project staffing requirements. Will communicate and influence staffing recommendations, working with operational leadership to establish consensus. Provides technical direction and leadership to business areas that utilize Workforce Optimization methodology by interpreting their needs, assessing requirements and identifying solutions to non-standard request. Partners with business areas to research, analyze and develop a broad range of reports that identify continuous improvement opportunities, provide diagnostics on departmental results and are used for performance evaluation. Additional responsibilities: Provides project participation and leadership to call centers and back offices across the enterprise to develop consistent reporting and metrics that drive enterprise operations strategy. Develops and produces regular and adhoc reports that are used for budget planning, staffing plans, and enterprise dashboards. Supports workforce optimization data consolidation and reporting needs for enterprise operations.
QUALIFICATIONS: Previous workforce management experience preferred. Bachelor’s degree in business, or a related field, or an equivalent combination of education and work experience. Minimum of four years management level experience. Demonstrated ability to understand overall Company/Enterprise Operations customer service needs/challenges. Must have a high degree of personal initiative and self-motivation. Strong commitment to confidentiality guidelines. Ability to be responsive to changing business needs, manage and prioritize concurrent assignments, and handle ambiguity. Strong verbal and written skills with demonstrated ability to communicate complex and technical concepts in general terms to broad audiences. Strong analytical and statistical abilities in decision making and problem solving. Proven forecasting, trending and or data/analysis skills. Proven organization and planning skills experience very helpful. Additional for Consultant: Minimum of five years management level experience preferably in call center operations with experience in leading process improvements, product introduction, system enhancements or committee efforts.