Specialist - Workforce Planner, Customer Assistance

Job description

The Call Center Workforce Planner, reporting to the Project Specialist Customer Assistance, is responsible for optimizing staffing and scheduling to achieve departmental KPIs and enhance the customer experience. This role leverages workforce management systems, analyzes operational data, and recommends staffing levels or schedule adjustments. The planner drives continuous improvement in forecasting, scheduling and prepares reports for management. A proactive, customer-centric approach is essential to foster trust and deliver value for our customers. This position does not provide employment pursuant to the terms of a STEM OPT Training Plan. Core Responsibilities: - Utilize workforce management systems effectively and serve as a subject matter expert on workforce planning best practices and operational impacts and prepare reports for management - Continuously improve forecasting and scheduling processes using data-driven insights - Identify staffing gaps and recommend overtime, or schedule changes to improve performance - Analyze key KPIs including AHT, shrinkage, occupancy, service level, and schedule adherence - Maintains forecasting and scheduling application configurations and i...