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Workforce Management Specialist

Remote (50-75% travel)

Job Description

PPT is seeking a Workforce Management Specialist to utilize techniques, analysis tools and business knowledge to develop and implement forecasting models and operating procedures. Models and procedures pertain to long-term and short-term call volume, staffing requirements, AHT, attrition, and shrinkage forecasting across the enterprise including new business, interactive adoption rates, and new technology impacts.  This position will provide comprehensive monthly volume forecasts for budget and capacity planning purposes and work with business partners to provide and access information for capacity and budgetary planning. Other responsibilities will include the evaluation and analysis of daily operations results to assess risks/exposures to upcoming staff forecasts as well as provide formal, in-depth communication about forecasting plans, results, and future challenges.

Essential Duties

  • Develop procedures for monitoring quality of service, volume, incidents, incident response and EMP
  • Define and develop monitoring and data visualization tools and processes
  • Experience in creating necessary infrastructure and staff Operations Center 24/7/365
  • Visualize, monitor and respond to Member Experience/Social contact volume and content
  • Experience in building staffing and ramp plans for Contact Centers
  • Experience in designing SOP’S for WFM processes
  • Ability to drive schedule adherence adoption and targets across the organization
  • Foster career development by delivering actionable feedback on individual performance in 1:1 meetings, assigning achievable goals and coaching accordingly
  • Share cross-team goals and performance standards with your team to properly align with the company Mission, Vision, and Values
  • Contribute to improving operational excellence through collaboration with other leads, Resolution Specialists (RS) and Customer Experience teams on continuously improving our product and customer experience through identifying gaps and utilizing metrics
  • Ensure compliance with company policy and procedures (attendance and adherence)
  • Participate in interviewing, hiring, and on-boarding processes

Experience and Skills

  • 3+ years of relevant professional experience required
  • Excellent prioritization skills - very detail oriented
  • Strong communication skills both verbal and written
  • Excellent judgment - you are comfortable giving feedback, coaching, and mentoring
  • Flexible - Willing to support the team and our customers (including weekends, nights, and holidays) going above and beyond to ensure our client’s are supported.

Nice to Have’s

  • Bachelor’s degree preferred
  • Background in call center/customer support operation
  We offer a highly competitive compensation structure that will allow you to be rewarded for the contributions you make.  If you thrive in an environment that is collaborative, challenging, and will provide you the opportunity to expand your skills – come talk to us.  We’d welcome the opportunity to get to know you and allow you to learn more about us. We are an equal opportunity employer committed to providing a diverse environment.  The above information has been designed to indicate the general nature and level of work performed by employees within this classification.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.