Workforce Specialist

Company Description

Named the 2015 "Best Voice Excellence Company" in the Philippines by ICT International and Inc. Magazine’s 5000 Fastest Growing companies in the U.S., The Results Companies is a successful Customer Experience leader on the move. Award winning solutions are the hallmark of Results' Partnership approach delivering innovative contact center outsourcing services for companies spanning all verticals including Healthcare, Travel & Entertainment, Telecommunications, Education, Financial Services, Retail Cable/MSO and Energy. With over 14,000 employees in 22 locations, Results is able to offer domestic, nearshore and farshore solutions. Driving success through Analytic Hiring, Real-Time Data Analytics, State-of-the-Art Technology and centered around Operational Excellence focused on Continuous Improvement ensures that every customer touch is delivered to the highest degree. Visit us at TheResultsCompanies.com and peruse our library of case studies and industry insights to learn more about why Results is one of the fastest growing Customer Experience companies in the world.

Job Description

This role provides vision and leadership to the Results organization in workforce management areas such as: Forecasting, Scheduling, and Analysis. It will support processes to maximize work flow while minimizing causes of client and customer dissatisfaction.

Essential Job Duties and Responsibilities:

• Maintains accurate forecasts, capacity plans and schedule plan
• Ensures that forecasts, capacity plans and schedules are generated in a timely and precise fashion
• Offers strategic recommendations to improve productivity while balancing service levels
• Provides consultation to Operations/Account Management on staffing and volumes utilizing staffing models for new or adjusted forecasted assumptions
• Works with Operations to develop processes for shift types, vacation and other schedule exceptions strategies that maintain the employee needs/Client requirements balance
• Recommends roles and responsibilities with Operations to provide the best opportunity for meeting client and internal measures and expectations
• Coordinates with other departments (i.e. HR, SBU, Operations, etc.) to identify hiring strategies and required tour groups for new programs and attrition replacements
• Manages the implementation of new programs from a Forecast, Capacity Planning and Scheduling perspective
• Supports an environment that encourages co-workers to exceed customers’ expectations
• Ensures that all reference materials are up to date
• Facilitates, leads, and participates in daily and weekly meetings among key stakeholders
• Leads weekly and monthly conference calls with AEs and RODs to communicate and recommend staffing changes and scheduling scenarios
• Partners closely with Local Real Time Support resources.
• Recommends and supports benchmarking using metrics, industry standards and original concepts

Qualifications

• 2 years previous Contact Center WFM experience.

• Must be highly-proficient on computers, Excellent knowledge and use of word processing, spreadsheets, and database systems
• Experience in with WFM Tools; IEX, eWFM, CMS, Avaya, Geotel, etc.
• Broad knowledge of inbound/outbound contact center environment
• Must possess exceptional verbal and written communication skills
• Must be able to multi-task in a professional & courteous manner
• Superb Listening, probing, negotiation and de-escalation skills needed
• Must have analytical and troubleshooting expertise
• Ability to provided on-call s support, and work a flexible schedule
• Must be able to work various shifts, including holidays in a 24x7 operating environment
• Must have previous customer/client interface experience and the ability to handle upset clients in a professional manner
• Proven performance, able to meet compliance, quality, and productivity metrics
• Proven ability to work well in a high pressure/target driven environment
• Testing, and continuous improvement background a plus

Additional Information

Additional Information

Benefits include, but are not limited to:

•        Health care benefits
•        Bonus incentives
•        Strong leadership
•        Opportunities for advancement within our global organization
•        Fun and relaxed working environment
•        Employee referral bonuses
•        Paid training