Workforce Management Specialist
2 weeks ago
Our team is growing and we are actively looking to hire a **Workforce Management Specialist**
The Workforce Management Specialist is accountable for supporting the achievement of ACG’s short
- and long-term Mission, Vision and strategic objectives by:
- Providing real time intraday monitoring, including skill and schedule adjustments
- Using historical data to create call forecasts and administer schedules to agents
- Innovating new workflows for continuous improvement
- Working with key stakeholders to ensure targets are met, labour is optimized, and Allstate is providing a World Class Customer Experience.
**Role Designation: Home - Based**
**Accountabilities**:
**Forecasting and Planning**:
- Create long-, mid
- and short-term forecasts by examining trends and collaborating with key stakeholders to incorporate external factors
- Use forecasts to support key stakeholders in the planning of FTE required in the coming quarters and years.
**Scheduling**:
- Create, maintain administer schedules for agents including scheduling on
- and off-phone activities
- Analyze history and collaborate with key stakeholders to ensure targets are being met
- Work with Manager to design job aids for WFM tools (e.g. Community) and processes.
- Elicit and distribute information through focus groups, surveys, retrospectives, training sessions and 1:1 communication on use of the tool and on processes to ensure agents are using them to optimize schedules
- Funnel information to Manager to initiate bigger changes as required
**Real Time Management (Intraday)**:
- Work with key stakeholders to ensure we are meeting targets by analyzing recent intervals and quickly making adjustments to maximize effectiveness of staff based on service level goals
- Provide status reports throughout the day using information from telephony and WFM systems including but not limited to service levels, abandon %, average seconds to answer, average handle time, adherence.
- Ensure labour is optimized throughout the day.
**Continuous Improvement**:
- Collaborate with various stakeholders at Allstate in developing and enhancing standardized processes and workflows that maximize efficiency and quality:Identify opportunities to consolidate, automate and standardize processes
Develop and enhance queue/skill assignments to maximize occupancy and service levels
- Analyze and document value streams and customer journeys to uncover opportunities for improved processes and practicesIdentify anomalies and determine related stakeholder team to collaborate with
Notify Manager of concerns/opportunities and make recommendations for solutions
- Document and communicate the progress of deliverables to include key measurements and opportunity areas and risk assessments to management team and key stakeholders/partners.
**Other Duties**:
- Own Performance and Professional Development Plan with support from Manager
- Contribute to creation and maintenance of team Standard Operating Procedures and policies
- Other duties and special projects as assigned
**Qualifications**:
- 5 years’ experience within omni-channel contact centre environment, minimum 3 of those years in a WFM related role.
- Experience utilizing contact centre telephony systems and WFM software such as Avaya CMS and Community WFM and experience using ticketing systems such as ServiceNow.
- Experience with Microsoft Suite with an emphasis on O365 version (SharePoint, MS Teams, OneDrive for Business, etc.).
- Extensive experience creating and manipulating reports in Excel, (including experience with Visual Basic) and accessing reports from Power BI and/or Tableau.
- Experience defining and documenting business processes and capabilities.
- Experience facilitating focus groups, train the trainer experiences, and retrospectives in person and virtually.
- Proven ability to communicate key information succinctly and clearly verbally and in writing to audiences of various sizes and organizational levels.
- Ability to collaborate with others to reach goals.
- A continuous learner who is always curious.
- Sense of urgency with affinity for solving problems.
- Good relationship building and relationship management skills
- Ability to multi-task, exceptional time management.
- Highly self-motivated, able to work independently and prioritize well.
- Experience working successfully with a geographically distributed team.
- Flexibility to work any hours within the contact centre hours of operation: Monday to Friday 7am to 11pm, Saturday 9am to 5pm, Sunday 11am to 7pm
- College Diploma or University Degree in Business or Technology related field, or combination of education and experience.
Allstate Canada Group has policies and practices that provide workplace accommodations. If you require accommodation please let us know and we will work with you to meet your needs.
**Salary**: From $1.00 per hour
**Benefits**:
- Dental care
- Disability insurance
- Life insurance
- Paid time off
- Vision care
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