Generalist - Workforce Management in Clearwater, FL at PODS

Date Posted: 9/20/2022

Job Snapshot

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.

 

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).

Job Requirements

JOB QUALIFICATIONS: Education & Experience Requirements

  • Bachelor’s Degree
  • 3-5 years of overall experience in a call center environment
  • 1-2 years of experience in the workforce management environment
  • Project management experience helpful
  • Possess math skills sufficient to perform required duties
  • Or an equivalent combination of education, training or experience.

 

PHYSICAL REQUIREMENTS

  • Ability to sit at a desk and use a computer for up to 8 hours a day; ability to use hands and fingers to type on a keyboard and use a mouse to navigate. Vision sufficient to view small details on a computer monitor.
  • Ability to stand and walk up to 8 hours a day; ability to stoop, bend and lift boxes weighing up to 35 lbs.
  • Ability to hear and verbally communicate using a telephone handset and/or connected headset device.

 

WORKING CONDITIONS

  • Regular business hours.  Some additional hours may be required.
  • Travel requirements:  Negligible
  • Climate-controlled office environment during normal business hours.

 

DISCLAIMER

 

The preceding job description has been designed to indicate the general nature of work performed; the level of knowledge and skills typically required; and usual working conditions of this position. It is not designed to contain, or be interpreted as, a comprehensive listing of all requirements or responsibilities that may be required by employees in this job.  

Equal Opportunity, Affirmative Action Employer

PODS Enterprises, LLC is an Equal Opportunity, Affirmative Action Employer. We will not discriminate unlawfully against qualified applicants or employees with respect to any term or condition of employment based on race, color, national origin, ancestry, sex, sexual orientation, age, religion, physical or mental disability, marital status, place of birth, military service status, or other basis protected by law.

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