Workforce Planning Associate

1 week ago

Bengaluru Karnataka, India Equiniti Full time

Management Level

H

**Function/Department**

Contact Center Planning & Analytics

**Date**

5/13/2021

**Requested Job Title**

Customer Care Planning Associate

**Job Code**

US-S0006

**FLSA **Status**

Non exempt

**EEO Category**

1

**Career Band and Level**

**Management Level**

H-SPE

**Reports to (Job Title)**

Manager, Contact Center Planning & Analytics

**Direct Reports (Yes/No)**

No
- Note: The final Job Title will be determined by Compensation. _

**High Level Summary**

The Contact Center Planning Associate will provide real-time support to the Contact Center, improving overall queue performance management. You will work across the business to achieve operational goals by reviewing service performance and drivers, identifying plan discrepancies in real-time results, and performing root cause analysis. You will also provide recommendation to the business to maximize effectiveness and realign resources for optimal performance.

**Essential Functions/Responsibilities**
- Monitors contact center service indicators and initiates real-time action plans with business partners.
- Communicate with Phone CSRs on regular basis for activity alerts and status changes as needed.
- Tracks and reports on CSR attendance and adjusts staff schedules as needed.
- PerformsPerforms adjustments, maintains daily logs, and monitors phone agent adherence to schedule.
- Tracks PTO requests
- Schedules off-phone events through supervisory discussions and queue assesment.
- Assists in preparing other WFM reports as needed.
- Identify process gaps and opportunities for increased service levels.
- Report information to leadership and provide solution recommendations.
- Maintain working relationships with leadership and business partners, ensuring their support needs are met.

**Education Requirements**
- High School Diploma

**Experience Requirements**
- 1+ years Customer Service/Contact Center experience or workforce management experience
- Previous financial service industry experience

**Skills and Abilities**
- Ability to take initiative, seek out root causes and explain business performance.
- Ability to think clearly and act positively under pressure.
- Excellent organizational skills and ability to balance several on-going projects simultaneously.
- Clear communication skills and ability to deliver oral presentations with confidence.
- Knowledge of call center management calculations, technologies and key performance indicators.

**Certifications, Licenses and/or Registrations - Completing this section is optional**
- N/A
- The statements contained herein reflect the principle/essential functions and most significant duties of the job, and is not an all-inclusive list of the job's requirements. Individuals may perform other duties as assigned including work in other areas to cover absences, provide relief as needed and/or to equalize peak work periods or otherwise balance workloads. _

**Equal Opportunity Statement

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