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Wtp - Workforce Planner
3 weeks ago
Job Summary- Responsible for managing long range forecasting, staffing, and scheduling models in a call center environment. Assesses demand forecast coupled with corporate goals to determine the size and mixture of necessary employee skill sets, Skills Based Routing to meet customer demand and quality of service requirements. Directs the Operations Team activities in support of the Service Level Agreements, customer demand and quality of service requirements for our contact center and other designated WTP sites.- Job Qualifications- Required:
- Bachelors Degree and 5 or more years of experience in the Call Center environment
- OR- High School Diploma or Equivalent and 7 or more years of experience in the Call Center environment
- AND- 3 or more years of management responsibility in contact center environment
- 3 or more years of experience, as a Workforce Manager
- Management experience in working with and understanding of the interrelationship of care center technology systems as related to forecasting, scheduling and skills based routing
- Experience in development and delivery of reports
- Preferred:
- Excellent data entry skills
- Advanced statistical analysis skills
- Strong planning and organizational skills
- Strong Microsoft Office skills
- Excellent verbal and written communication skills
- Excellent teamwork and customer service skills
- Job Accountabilities - Key Accountabilities- Oversee the operational workload of team; ensuring allocated staff are fully utilized in order to deliver against agreed program of work.
- Drives key performance metrics through accurate forecast of work volume, optimization of technology, including ´Vista´ real time dashboard monitoring software, correct associate utilization, real-time queue management, and long and short-term schedule optimization.
- Optimization of financial efficiencies based on cost-effective Contact Center strategies and solutions.
- Reports on Key Performance Indicators.
- Build and model shifts to optimize schedules.
- Conduct long-term planning to forecast work arrival patterns, volume, and transactional types, one year to eighteen months out.
- Responsible for understanding all forecasting, scheduling and staffing software products for the contact center.
- Responsible for building and populating databases with software packages.
- Responsible for continuous running of database and publishing work schedules.
- Conduct employee skills gap analysis to ensure the right number of employees in the right shifts with the correct skill sets.
- Anticipates the impact of the changing business environment on assigned work areas and adjusts work assignments and processes as necessary.
- Oversight of the creation of flexible work schedules for all non-exempt staff that not only meet the business need, but also minimize non-exempt turnover and foster an Employer of Choice´ environment.
- Proactively provides Workforce Management and scheduling analysis and recommendations for improvement, including headcount requirements, long-term planning, scheduling & bidding strategies, staffing strategies.
- Utilize established financial systems to track budgets and highlights variances in order to manage and control specific cost variables.
- Provide advisory services to colleagues on a daily basis, by being focal point of contact, to ensure adherence to the company´s risk and compliance processes.
- Research primary data sources, select relevant information, analyze key themes and trends and make recommendations to support operational decision-making, such as the claims planning process.
A future with Zurich
Now is the time to move forward and make a difference. At Zurich, we want you to share your unique perspectives, experiences and ideas so we can grow and drive sustainable change together. As part of a leading global organization, Zurich North America has over 148 years of experience managing risk and supporting resilience. We are a leading provider of commercial property-casualty insurance solutions and a wide range of risk management products and services for businesses and individuals. Today, we serve more than 25 industries, from agriculture to technology and insure 90% of the Fortune 500®. Our growth strategy is not limited to our business. As an employer, Zurich strives to provide ongoing career development opportunities and foster an environment where voices are diverse, behaviors are inclusive, actions drive equity, and our people feel a sense of belonging. Be a part of the next evolution of the insurance industry. Join us in building a brighter future for our people, our customers and the communities we serve.
As a global company, Zurich recognizes the diversity of our workforce as an asset. We recruit talented people from a variety of backgrounds with unique perspectives that are truly welcome here. Taken together, diversity and inclusion bring us closer to our common goal: exceeding our customers’ expectations. Zurich is committed to provid
