WF Center of Excellence (WF-COE) is part of the Workforce Management Team that provides scheduling and consultative support for both customer facing and non customer facing associates. 

The WF COE works with Workforce Management counterparts outside of C1PH, C1PH LOB Operations and Functional Teams in planning of associate activities and in scheduling and absence management solutions.

Process Management

• Partners with supported LOB Operations leaders and WF Short Term Planners (STP) of Cards, Retail and other partner LOBs onshore in ensuring staffing requirements are met

• Conducts regular reviews of pre-planned off-phone activities, LOB schedule containers, PTO Budget, and supports the execution of agent mobility

• Ensures all off-phone requests are coordinated with, and approved by WF planners, and that processing lead time of the concerned groups (ie. Planning, Reporting, Scheduling execution) are followed

• Acts as consultant for any WF scheduling needs that has impact to staffing

• Ensures readiness of agent’s shift schedules in scheduling tool

• Attends staffing meetings with the LOB POC and STP

Audit and Process Improvement

• Supports the implementation of various site wide initiatives, associate’s schedule flexibility options through flawless execution of WF deliverables

• Inspect and identify breakdown in process, files and/or database and recommend solutions and potential enhancements to Sr Process Specialist and Operations/Horizontal/Functional stakeholders. 

• Advances self and team knowledge of access and/or workforce management tools, software, and databases by keeping abreast on new enhancements, and up-skilling through training opportunities

Administrative Responsibilities

• Monitors and/or operate access and/or workforce management applications to ensure call center operations’ service levels are  maintained 

• Creates and maintains required process documentation

May be assigned / rotated to other related sub-functions including but not limited to sub-functions within  Operations 

Other job-related duties that may be assigned from time to time

Educational Background: At least College level or equivalent work experience

1.5 years of relevant working experience in a call center environment

Strong planning and organizing skills, collaborating and monitoring information skills

Strong analytical skills for forecasting and scheduling data 

Results orientation with a bias for action, versatility, and adaptability

Knowledge of Call Center Operations, basics of Workforce Management and Workforce Tools

1.5 years experience in a call center workforce environment, preferably with forecasting and scheduling experience

Proficiency in Google Suite or Microsoft Office with strong Google Sheets/MS Excel skills

At least 1 year of experience in a software development, testing, and/or automation role

At least 1 year developing web-based solutions using HTML, CSS3, JavaScript, .NET, or SQL