Workforce Forecasting and Scheduling Administrator

Old Republic Home Protection


Date: Sep 23, 2022
City: Charlotte, NC
Contract type: Full time
Old Republic Home Protection
Old Republic Home Protection is the third largest home warranty company in the nation and a proud subsidiary of Old Republic International, a Fortune 500 company. We are currently seeking Workforce Forecasting and Scheduling Administrator to join our Operations Support Department in Charlotte, North Carolina.

POSITION SUMMARY:

The Forecasting and Scheduling Administrator will be responsible for creating long- and short-term forecasts of workforce staffing needs for the contact centers based on historical call and work data and other operational performance data to build out staff schedules and optimize intra-day performance. This role will make recommendations to improve scheduling efficiency and team member satisfaction.

GENERAL RESPONSIBILITIES:

1. Identify and communicate concerns, problems, and challenges to leadership in a positive, constructive, and solution orientated manner.

2. Act as a role model by being pro-company and supportive of all employees and teams within the company.

3. Perform other duties as assigned.

ESSENTIAL JOB DUTIES:

1. Perform the forecasting of call and work volumes based on historical call arrival patterns and work data performance data to enable scheduling activities and support staffing decisions.

2. Assign schedules to Agents balancing business needs, Agent availability, and Agent preference.

3. Plan and schedule events (i.e. meetings, training, time-off) for applicable staff

4. Identify and communicate staffing and schedule coverage needs to Management.

5. Review and recommend changes to operational and scheduling methods in order to improve workflow, simplify procedures, and reduce costs.

6. Ensure all tools, processes and procedures are properly documented and updated.

7. Gather, compile and report data in a clear and easily understood format.

8. Collaborate with Operations to identify opportunities to further optimize our workforce.

9. Act in an administrative capacity, as needed, for key programs (InContact, IEX, InView, Aspect, Oasis, Rules, etc.) owned by the department.

10. Crosstrain and flex to support departmental initiatives as needed.

MEASURES OF PERFORMANCE & KEY PERFORMANCE INDICATORS:

1. Perform all duties specified.

2. Complete goals set in regular evaluation and goal setting sessions.

3. Accuracy and timeliness of essential job duties.

4. Adherence to schedule. Arriving on time and being prepared to work.

5. Ability to follow company standards and instructions from management.

6. Courteous and professional manner with internal and external customers.

7. Complete special assignments on time and as instructed.

QUALIFICATIONS:

Knowledge, Skills, and Abilities

1. Knowledge of general office practices and procedures.

2. Knowledge of Microsoft Word, Excel, PowerPoint, and Visio preferred.

3. Strong written, analytical, persuasive, and interpersonal skills.

4. Strong communication skills, courteous and professional manner and use of proper grammar.

5. Communicate effectively in interpersonal situations, and in group or public speaking settings.

6. Be strategic in approaching complex situations, such as prioritizing large volumes of work to meet deadlines, proactively forecasting outcomes in advance, and making recommendations to management.

7. Systemic thinking with ability to thoroughly synthesize information from different sources.

8. Strong influencing skills and ability to build credibility to interact with all levels of personnel, including senior leadership.

Desired Education and Experience

1. 2-5 years of experience in Workforce Management, preferably in contact centers with at least 50 employees.

2. 3 + years of relevant work experience.

3. High School education or equivalent.

4. Experience with Workforce Management software for forecasting, scheduling, performance tracking, and reporting. InContact and IEX experience is preferred.

5. Ability to gain additional certifications as needed.

How to apply

To apply for this job you need to authorize on our website. If you don't have an account yet, please register.

Post a resume