Generalist - Workforce Management in Clearwater, FL at PODS

Job Description

JOB SUMMARY

The Workforce Management Generalist role is a hybrid position that supports both short and long-term initiatives and activities directly related to improving overall effectiveness and efficiency in the Sales and Service Center.  In addition to individually owned initiatives, this role works closely with the WFM Analyst, RTA Supervisor, WFM Manager, and SSC Senior Leadership Team on departmental initiatives that support the overall objectives of the Sales and Service Center, including producing the necessary Leadership coverage schedules, rolling out new initiatives/tools, liaising with Supervisors/Managers and producing robust reporting and analysis of KPIs (Key Performance Indicators).  This role will also act as a primary backup for both the RTA and WFM Analyst functions.

JOB QUALIFICATIONS: Education & Experience Requirements

• Bachelor’s Degree preferred. Or an equivalent combination of education, training or experience.
• 2-5 years of overall experience in a call center environment
• 1-2 years of experience in the workforce management environment
• Strong and advanced Excel skills, including the use of V Look-ups, pivot tables and macros. Ability to work with data bases preferred.  Good experience and familiarity with Outlook, Word and PowerPoint required.  Possess math skills sufficient to perform required duties.
• Prior experience with Verint WFM software and Five9 preferred
• Project management experience helpful

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Reviews/analyzes call flow and leads regular touch-base meetings to identify recent trends as well as day to day needs as it pertains to resource management (ex. IVR options, announcements, skilling, shift changes)
• Owns the tracking and trending of actionable performance management data (attrition, adherence, ACD data, etc.).
• Responsibility for headcount reporting via All Staff report
• Collaborates with the Workforce Analyst(s) to determine the most effective way to implement solutions to staffing challenges across multiple sites with a view to meeting Customer Expectations and Cost-Containment objectives
• Oversees projects and initiatives directly related to the staffing, efficiency, and effectiveness of the Sales and Service Center; spearheads and leads initiatives to leverage economies of scale within the Center
• Provides data to help develop recruiting and hiring strategy for all roles within the Sales and Service Center using VERINT in all applicable workforce management capacities
• Reports summaries of initiatives to SSC Senior Leadership and facilitates getting the group to consensus
• Creates and Maintains both the Supervisor and Supervisor Escalation Line schedules
• Performs technical administration, set-up and design of Verint WFM tool
• Leads special projects directly related to supporting the segmentation strategy of the business
• Coordinates the implementation of Verint staffing tools and/or process changes (from upgrades/add-ons)
• Collaborates with RTAs/RTA Supervisor to identify process gaps and opportunities for business improvement involving the day to day management of the Center staff
• Partners with other departments on reporting/staffing reviews for upcoming initiatives
• Utilizes Five9, Verint, Microsoft Office applications, and available Reporting platforms to run, manage and assist with authoring reports/processes in support of the WFM function
• Provides input to prepare yearly budget for the Sales and Service Center
• Completes research on process improvement / trends in the Contact Center industry; proactively identifies opportunities for improvement within the business and takes initiative to solve these problems
• Regular attendance and punctuality required
• May perform other duties and responsibilities as assigned.

MANAGEMENT & SUPERVISORY RESPONSIBILTIES

• Typically reports to Management. Direct supervisor job title(s) typically include: Workforce Manager
• Job is NOT directly responsible for managing other employees (e.g., hiring/termination and/or pay decisions, performance management).