Summary:
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.
General Responsibilities:
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
Basic Qualifications:
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
Preferred Qualifications:
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
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