Workforce Management Jobs

Associates degree or an equivalent combination of education and experience

2 years of WFM experience specializing in scheduling and intraday optimization

Experience with WFM tools, preferably with NICE, that is nearly expert level

Strategic planning, problem solving, analytical skills and the ability to balance multiple tasks simultaneously

Integrity and strong customer service skills

Working knowledge or interest in learning SQL, Looker, Hyperion or other BI and modeling tools

Utilizing Workforce Management and analytic software for process improvements

Knowledge of dispatching and troubleshooting in the Cable and Internet field

Experience with forecasting and scheduling best practices

Strong oral and written communication skills

Effective facilitation skills for group discussions

Highly organized with strong problem-solving skills

Minimum of 3 years of workforce management experience

Workforce Management Software experience mandatory (NICE IEX/CX)

Assist with training of staff on Workforce Management policies and procedures

Build and maintains NICE Workforce Management System

Work closely with Customer Care Training organization to ensure properly skilled individuals are available to support the business needs

Maintain a current and accurate agent skill set inventory

Working knowledge of the healthcare industry, including a fundamental understanding of healthcare finance, operations, valuation and various laws and regulations

Expertise in a given human capital or workforce management area including HR M&A, organizational design, and human resources leadership

Improving client tracking tools and developing KPIs and metrics to identify, quantify, and monitor workforce management performance improvement opportunities

About The Healthcare Human Capital And Workforce Management Practice

Depth of experience with private equity clients will be heavily considered

Excellent verbal and written skills, with the ability to communicate with and present information to all levels of client personnel

1) Develop documentation for country profiles that provide guidance on how to requisition contingent/temporary labor.

3) Document current state processes for systems such as SmartRecruiters, Coupa, SAP Fieldglass and more.

A background/familiarity with contingent workforce programs and recruiting would be a plus but not required.

Responsible for executing the workforce management strategy and day-to-day management of WFM functions; including real-time operations, staffing and technology needs.

Actively leads and facilitates discussions of performance to forecast, partnering with operations leaders to optimize performance capabilities.

Responsible for proactively identifying and communicating factors affecting the customer experience through verbal and written communication

Directly responsible for contact center team member skill changes and queue assignments

Strong analytical skills with proficiency in Excel and Google Sheets.

San Francisco Office Metro: San Francisco-Oakland-Berkeley, CA & San Jose-Sunnyvale-Santa Clara, CA Metropolitan Statistical Areas

BA/BS in a Business or Mathematics or equivalent work-related experience.

Minimum 3 years leadership experience preferably within a contact center environment.

Ability to lead and manage a team to accomplish both analytical and internal service goals.

Strong interpersonal and communication skills with the ability to communicate details, broad concepts, technical and process matters.

Experience with contact center operations. Preferably, experience utilizing complex call center software applications to achieve business objectives.

Ability to establish effective working relationships with individuals from diverse backgrounds and abilities.

People management skills with experience building high-performing teams.

Experience (8+ years) in workforce management, capacity planning, or operations management in a customer success environment.

Continuing education and corridor travel benefits

Develop and implement a comprehensive workforce management strategy aligned with customer success goals.

Establish performance metrics and monitor workforce management performance against established targets.

Create comprehensive reports and present actionable insights to senior management, highlighting areas for optimization.

Experience and expertise with Workforce Management platform for mid to large retailer

Experience and expertise with Kronos Workforce Management platform

Experience with labor standard management platforms such as LaborPro or StandardsPro a plus.

Requirements – Education and Experience

Additional Duties as assigned by management

Manage multiple concurrent and cross-functional technology and process improvement projects, including new system releases/updates, from discovery through deployment.

Self-starting, self-motivator with strong time management skills.

Minimum of 2 years of contact center workforce management experience required

Workforce management software experience required

Collaborates with the Customer Experience team for staff scheduling needs.

Willingly takes on additional responsibilities as requested to accomplish department and Company objectives.

Must have strong mathematical, analytical, organizational, and problem-solving skills and attention to detail.

Provide expertise and support in organizational development, knowledge management, continuous improvement and lessons learned practices.

Develop policy, guides, and job aids in various areas of workforce management such as telework and time and attendance activities.

Provide training, consultation, processing and compliance expertise in DOE safety, ethics, emergency operations and other requirements for staff and offices.

Working knowledge of employment law

Demonstrated ability to lead and manage complex projects and programs

Proven experience leading and working collaboratively with teams

Subject matter expert on Workforce Management software and processes; track, monitor, and communicate all system issues and downtime.

Determine the balance between optimum scheduling, service expectations, and current legal/legislative requirements.

Two years of related experience.

Bachelor’s Degree or work experience in a related field

Previous experience utilizing Virtual Roster and Kronos software.

Create scheduling solutions for departments that account for current business demands as well as exceptions.

Assist with implementation and management of reporting efforts including creating dashboards, manager reporting suites and ad hoc analysis.

Analyze and report on the necessary KPIs related to Workforce Management

Flexibility: Remote or Hybrid Work Model with a Business Casual Dress Code, including jeans if you work in an office setting

Your Future: 401k Matching Program 100% up to the first 6 % you contribute, Professional Development Reimbursement, Education Assistance

Effectively build reporting and interpret historical data that is used to feed into the creation of accurate staffing requirements

Advanced experience with reporting tools along with the demonstrated ability to be accountable for data accuracy

Hands-on experience working with workforce management (e.g., Calabrio) or customer service tools (e.g., Zendesk and Talkdesk)

You can reasonably prioritize projects based on return on investment and own the end-to-end project management for our WFM deliverables

Develop & maintain long-term forecasting models with reasonable level of accuracy and working in partnership with Finance and Accounting team

You have at least 4 years experience working cross-functionally with complex datasets in an WFM environment to support organizational decision making

You have a college degree in a quantitative or technical field (e.g., math, statistics, business, finance, accounting)

Masters degree in a quantitative field OR on the job experience with applied statistics.

Bachelor’s degree in a business-related field or equivalent combination of education and related experience

Workforce Management (WFM) Scheduling Analyst

Manage non-productive time request process, ensure activities are planned without impacting SLAs

3+ years of contact center scheduling experience

Experience with WFM software (e.g., Aspect, IEX, Genesys, etc.)

Excellent analytical, communication, and organizational skills

Three (3) years of general clerical experience, including clinical or data entry, required.

Experience with staffing, scheduling, or payroll processing preferred.

Experience in a hospital or medical environment preferred.

Must be computer literate. Excellent interpersonal and communication skills a must. Position requires weekend rotation.

Experience with field training and/or classroom instruction preferred

References-Yes (Can be provided at interview)

Transcripts-Yes (Can be provided at interview)

Waubonsee is looking for trainers in the following concentrations:

College degree in related field

Candidates should be comfortable and capable of demonstrating competency using video conferencing platforms and instructional technologies.

6+ years of experience in project management, especially large projects with established firms

Support and contribute to development and enhancement of internal PepsiCo project management standards and processes

Location, confirmed job-related skills and experience will be considered in setting actual starting salary

Manage program risks and issues (tracking, follow ups, communications, escalations)

Experience in Agile teams preferred

Experience with tools such as UKG Workforce Central, UKG Dimensions, and/or SAP-HCM is a plus

Manage Team Member phone line for call outs and replacements per requirements and promptly sends notification to each department.

Ability to interact appropriately and effectively with guests, management, other team members, and outside contacts.

Assist in the maintenance of Virtual Roster Employee Profiles, i.e., skills, work rules, seniority, roles, etc.

Must be able to obtain and maintain any other certification or license, as required by law or policy.

Must have intermediate computer skills in Word, Outlook, Excel, and PowerPoint.

1 - 2 years of scheduling experience with a hotel/resort.

Projecting future expenses and new requirements to complete annual budget submission.

Skill in organizing, developing, and presenting written materials on complex issues to encourage understanding and acceptance of findings and recommendations.

Skill in gathering and analyzing information

Skill in utilizing standard computer programs (e.g., Microsoft Office Suite)

You will be evaluated for this job based on how well you meet the qualifications above.

Providing advice involving workforce issues to senior leaders, supervisors, and nonsupervisory staff.