Workforce Management Specialist Job Description
Workforce Management Specialist Duties & Responsibilities
To write an effective workforce management specialist job description, begin by listing detailed duties, responsibilities and expectations. We have included workforce management specialist job description templates that you can modify and use.
Sample responsibilities for this position include:
Workforce Management Specialist Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Workforce Management Specialist
List any licenses or certifications required by the position: CPR, PE
Education for Workforce Management Specialist
Typically a job would require a certain level of education.
Employers hiring for the workforce management specialist job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in Business, Education, Mathematics, Management, Statistics, Finance, Graduate, Associates, Business/Administration, Math
Skills for Workforce Management Specialist
Desired skills for workforce management specialist include:
Desired experience for workforce management specialist includes:
Workforce Management Specialist Examples
Workforce Management Specialist Job Description
- Serve as the conduit and SME interface between the FWM Project and Field Service Organizations, Motorola Service Shops and other Field Service Organizations
- Responsible for engaging and managing change with designated field users as part of the FWM deployment
- Develop duty sheets and other daily reporting as required by the business
- Works with the Analyst, Workforce Management to provide real-time information on call center performance that could affect future staff scheduling
- Monitors real-time call volumes, average handle times, and adherence to schedules throughout the day against forecast
- Addresses recurring problems by recommending improved work processes, policies, or procedures
- Schedules all transaction based work
- Creates, maintains, and distributes current, historical and custom key performance reports on daily, weekly and/or monthly basis to ensure that facility leadership is equipped with the data necessary to make assessments of the staffing, training and call center performance
- Communicates effectively with individuals/teams in the call center(s) to ensure high quality and timely customer experience
- Acts as tier 1 triage for most call center related technologies
- Compensation design is a plus
- Good organizational and communication skills, plus knowledge of talent management programs functions
- Experience in a Unionized work environment
- Proficient in Access, Word, and MicroStrategy
- Flexibility to work an 8 hour shift, 5 days a week assigned between Tuesday -Saturday starting between 6am and 8am EST
- Must be able to train in Springdale, OH for up to 2 weeks
Workforce Management Specialist Job Description
- Interpret the needs and requirements of leadership and business units and then develop custom reports that meet their specification
- Gather and analyze data using tools and methodologies to identify trends, process and system improvement opportunities, and develop efficiencies in the contact center to improve service delivery and increase customer satisfaction
- Work with leadership to develop action plans to improve service delivery based on metrics, data analysis, or customer feedback
- Assess trends in teams, identifying areas of opportunity with assigned operational departments
- Participate in strategic and business planning processes as required
- Provide Guidance
- Under general direction, analyzes call center trends, including call volume, call patterns, staff productivity, attrition rates, and resource allocation
- Able to understand & analyze short and long term staffing plans incorporating multiple work types
- Developing, monitoring and analyzing call volume projection functions, forecasting call quantity and staffing needs in a timely and accurate manner, while ensuring adherence to departmental policies and procedures
- Perform basic modifications in the scheduling system of daily and weekly projected trends and volume
- Experience and comfortable with presenting to upper management
- Bachelor’s Degree in a recognized technical, engineering, scientific, managerial, business, or other discipline related to area of expertise
- At least 1 year of previous experience with data analysis
- While performing the duties of this job, the employee is required to sit, talk, hear, and use hands to touch, handle or feel objects, tools or controls
- 2+ year Workforce Management (WFM) functions experience preferred
- At least 1 year of experience with data analysis
Workforce Management Specialist Job Description
- Review and administer temporary and mandatory schedule change requests, approving or denying requests based on current and upcoming operations needs
- Build and operationalize comprehensive and flexible staffing models to drive high utilization and cost effective scheduling
- Manage multiple analytics projects and ad-hoc requests with great flexibility
- Lead demand planning efforts across multiple customer service centers, update models, present key findings, recommend forecast changes, and gain approvals from business owners
- Present monthly capacity planning inputs and updates to business owners
- Interpret data, performs trend analysis, identify outliers and make recommendation to team
- Supports financial business planning process by providing analytical support to ensure data integrity and validation
- Collect and analyze relevant data to assist in the divestiture and acquisition process
- Utilize annual and daily Voice of Customer data to provide insight on business process improvement opportunity and make recommendations to leadership
- Implement cost savings initiatives and continuous improvement projects
- Develop resourcing strategy in alignment with overall USTS and TDBG strategy ensuring the optimal mix of employees and contractors and skill sets to meet long term objectives
- Develop and manage the Annual Planning process to align with fiscal year objectives in both number of resources and estimated cost to meet Support and Project needs
- Provide the analysis and reporting metrics to manage performance against the plan
- Manage the Requisition & Fulfillment process for employees and contractors to ensure performance SLAs are established and met
- Partner with USTS and HR stakeholders to continuously improve the related processes
- Build out process and tool capabilities to manage down to a specific skill level
Workforce Management Specialist Job Description
- Use continuous improvement tools and methodology to evaluate, challenge and optimize processes
- Business process owner Telephony, responsible for identifying & interpreting business requirements, optimization
- Identify, analyze and develop solutions that drive measurable improvement
- Day-to-day operation of our Workforce Management application (Dayforce), including scheduling and task management
- Provide visibility and predictability to the organization through accurate and timely daily, weekly, monthly and quarterly financial planning and reporting
- Provide labor guidance for field labor through reporting and analysis
- Assist in developing financial labor models to be consistently used across the retail chain
- Assist Manager of Store Labor and Retail Analytics in projects, processes, policies and tasks
- Assist in the design of the annual store labor budget for all store employees
- Administer an incentive structure, including contests, for all selling and non-selling store staff
- Experience in a multi-skill, multi-site call center is required
- Must be highly self-motivated, multi-task oriented team member with ability to manage tasks to completion within timelines
- Highly organized with demonstrated organizational, analytical, communication and trouble-shooting skills
- High degree of accuracy and ability to check one's own work
- Bachelor’s degree in Business, English, Marketing, Journalism, Communications or related field
- In conjunction with management, approve time off of the phone
Workforce Management Specialist Job Description
- Manage the gathering of accurate organizational and financial data across HR, Finance and the wider adidas organisation
- Support the production of analysis, insight and reporting based on Strategic Workforce Management data
- Support the project activity around the development and implementation of Strategic Workforce Management within Adidas
- Implementation and follow-up of project plans
- Support the development of impactful action plans based on Strategic Workforce Management data
- Support organisation design projects from initial scoping through to implementation
- Support the implementation of organisation design work in line with the adidas change management framework
- Prepare all necessities for decision making processes
- Contribute to new concepts by checking them for consistency
- Manage the internal team communication, including tracking, summarising and reporting of communications
- Minimum of two to three (2-3) years of call center experience, preferably in Workforce Management or in a call center management type role
- Actively display knowledge and understanding of key call center performance metrics such as service level, AHT, adherence, by utilizing CUIC, NICE, and WorkDay
- Prior use of Workforce Management software such as IEX, Impact 360, or Aspect preferred
- Associates Degree in Business/Finance or related field is preferred
- Required to work Tuesday through Friday
- Written and Verbal Communications – ability to document analysis in presentation and document form