To assist the Principal Process Specialist in managing the administration of Workforce Management functions, such as Capacity and Footprint Execution, Schedule and Absence Management, Access Delivery and Governance, Intraday Management, and other supported tasks and process

To  offer Workforce management-related consultation, leading and/or supporting the delivery of enhancements and projects. 

To partner with Operations and Functional teams through accurate and efficient execution and supporting overall strategy and performance 

Capacity and Footprint Execution

• Accurately create and maintain reports that provide insights into staffing forecast and layered role needs 

• Collaborate  with onshore and local stakeholders e.g Capacity Planners, Recruitment, L&D, Operations, etc. to ensure timely delivery of staffing requirements

• Acts as a subject matter expert in footprint related consults and consider the big picture and impact to overall capacity outlook

Schedule and Absence Management

• Collaborate within Workforce, Operations and Functional teams in delivering business strategies that impact associate schedules (i.e. associate information update, absence and off-phone activity updates)

• Provide support in managing associate schedules and off-phone activities in Calabrio Teleopti

• Partake in company-wide initiatives and offer guidance based on availability and work requirements

Access Delivery and Governance

• Manage workload distribution, prioritization and issue escalation to ensure agent readiness via telephony and access availability 

• Provide access consultation, feasibility and assessment to enable varying intents including but not limited to workforce optimization intents, system modernization, enabling a hybrid work setup  and work migration activities 

Intraday Management

• Able to perform baseline Mission Control work and rotate between real-time monitoring and incident management as needed

• Provide SME support and provide real-time decisions on escalations by the teams on shift; Approve and enact high impact levers as needed

• Act as an escalation point, liaison, and communication medium to senior leadership for situations happening in real-time

• Navigate interactions with different stakeholders across the enterprise to move a process forward, identify potential risks, and arrive at a solution

• Serve as a process owner for any intent, workflow and governance changes that need to be pursued or implemented

People Development. Provides sub-functional leadership to Workforce Management functions, including recommendations  for hiring, coaching, mentoring, development and  talent management 

Management Information. Acts as the point of contact (POC) to liaise with appropriate departments for business continuity, capacity planning, and staffing reporting

Risk Management

• Leads the periodic review and update of processes, procedure, and relevant documentation with stakeholders to identify opportunity areas for operational and financial effectiveness

• Monitors team adherence to department guidelines, compliance regulations, policies and procedures by implementing audit procedures; Ensures compliance with all applicable laws  and regulations and escalate/mitigate as necessary 

Ambassador of Culture and Values. Upholding the company’s mission and vision by embodying excellence and doing the right thing; Advocate for customers and teams by helping them navigate through change. 

Process Improvement. Identifies opportunity areas and implements strategies in collaboration with other stakeholders  to improve process and customer service delivery 

Organizational Collaboration.

• Maintains strong and collaborative partnerships across the organization, including Operations, Risk Office, Reporting, Strategy and Horizontal/Functional Teams to positively influence service delivery and customer satisfaction 

• Represents Workforce Management in different project meetings (local and domestic) through providing a consultative approach to ensure a well managed delivery

Operational Routines. Delivers administrative tasks such as but not limited to approval of time records, volume projection, capacity planning and scheduling, associate movements, etc. Inspects data accuracy on team reporting (i.e. DID, HR roster, etc)

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

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

Total of 18 months of experience in a call center operations environment

Knowledge of call center business processes

Strong analytical skills and has the ability to analyze data impact for large Queues and call center operations performance management data

Results orientation with an emphasis for action, versatility, and adaptability

Critical thinking and problem solving skills

Strong communication skills

Management mindset with sound judgment

Ability to self-drive and work effectively with others

People management skills, including team formation, collaboration, and influencing (as applicable)

Solid functional understanding of call center business processes, with in-depth knowledge of planning, scheduling, and analytical tools and applications

1.5 years’ experience in a call center workforce management environment

Experience in data visualization tools such as but not limited to Tableau, Google Sheets/Slides, etc.