Description
We are seeking a Workforce Management Specialist to join our team at Western Governors University (WGU). As a Workforce Management Specialist, you will play a critical role in ensuring proper staffing and time allocation of Individual Contributors to achieve Service Level Agreement (SLA) objectives.
Responsibilities:
- Ensures proper staffing and time allocation of Individual Contributors to achieve SLA objectives.
- Monitors and reviews Omni-Channel volumes, ensuring the staff is appropriately distributed to provide support across all operational hours.
- Identifies and recommends possible contingency plans to support Individual Contributors during periods of higher-than-normal interactions.
- Supports the implementation of contingency plans based on impacted service lines specific policies.
- Monitors incoming volumes, reacts to emerging trends, and triggers appropriate actions to mitigate spikes and escalates issues according to escalation plan.
- Deploys emergency side queues during periods of high call volume, vendor outages, and environmental events.
- Reviews and utilizes artificial intelligence, speech and text analytics, and sentiment analysis to identify trends in student/staff member channels.
- Uses data collected by artificial intelligence to aid in root cause analysis of interaction drivers and recommends changes to scheduling, staffing, and mitigation tactics.
- Supports stakeholders with the development, testing, and implementation of new processes and procedures.
- Provides real-time updates to necessary stakeholders regarding evolving situations within the business.
Requirements:
- Bachelor's degree in a related area.
- Two (2) years of experience in contact center auditing, schedule plan analysis and development, and leading and tracking calibration activities.
- Proficiency with Salesforce, Genesys Cloud, Service Now, and Microsoft products.
- Strong analytical skills balanced with effective communication and excellent customer service skills.
Preferred Qualifications:
- Workforce management certification, such as one offered through the Society of Workforce Planning Professionals (SWPP).
- Prior experience supporting student-facing services in a higher education environment.
- Experience in real-time analysis, including monitoring interaction volumes against forecast and making intraday staffing adjustments.
- Experience building and maintaining schedules for contact center staff.
Benefits:
- Medical, dental, vision, telehealth and mental healthcare.
- Health savings account and flexible spending account.
- Basic and voluntary life insurance.
- Disability coverage.
- Accident, critical illness and hospital indemnity supplemental coverages.
- Legal and identity theft coverage.
- Retirement savings plan.
- Wellbeing program.
- Discounted WGU tuition.
- Flexible paid time off.
- 11 paid holidays.
- Up to 12 weeks of parental leave.