Wfm Operations Specialist

hace 1 mes


Santa Cruz, Costa Rica Transunion A tiempo completo

**Job Summary:**

TransUnion is seeking a highly skilled Wfm Scheduler to support Operations and Global WFM team for full Planning Cycle.

**Key Responsibilities:**

- Maintain accurate call volume, average handle time, arrival patterns, staffing, requirement calculations, etc.

- Design patterns of change requirements to ensure consistent interval coverage and performance standard

- Effective forecasting techniques and where necessary, system adjustments to align forecast requirements

- Partner with long-term forecasters to ensure end-to-end planning and execution align

**Scheduling:**

- Implement, monitor and track all aspects of the planning cycle to support Global WFM, Geo WFM and Operational Stakeholders with all WFM aspects

- Ensure effective schedules are designed, implemented and monitored that provide: Consistent interval performance. All channel methods are catered for

- Ensure cross-skill and/or cross-channel scheduling is considered

- Maintain schedule integrity to promote business objectives being met

**Analytics:**

- Review of daily performance providing recommendations to Operations and Geo WFM that align to overall strategic approach

- Previous week and previous month analytics

- Short-term planning analytics to ensure staffing requirements are met and provide recommendations as required based on staffing net effect

- Monitor performance controls and measurements for on-site activities

**Realtime management aspects and oversight of site performance toward contractual SLA's:**

- Make recommendations to control costs and drive operational efficiency improvements

- Provide weekly IDP schedule data, analytics and callouts

**Working Hours:**

- The role currently supports United States operations and requires coverage for: Costa Rican Public Holidays that do not match United States Public Holidays. -Work required on local Public Holidays will be appropriately compensated and advised to you through the shift schedule ahead of time.

**Requirements:**

- 4+ years of experience working in WFM, Real Time or Scheduler position in a multi-channel call center

- Proficient in real time adherence management

- Experience in WFM tools, preferably Monet

- AWS platform preferred

- Familiarity with Workforce Management Platforms

- Experience to Erlang methodologies

- Expert skills in Excel (Formula, Pivot Tables, Lookup, Power Query)

- Demonstrated track record of working on projects related to continuous improvement and change management

- Experience in Data Analytics and in spreadsheet programs using formula functions to analyze data with an ability to build analysis from scratch making well-reasoned assumptions.

- Able to use sound judgment; work independently, with minimal supervision.

- Flexibility with individual schedule based on business needs

- Advanced English skills

**Impact You'll Make:**

The duties outlined below capture the majority of the work required. Additional responsibilities, of a similar nature to the requirements of the role may arise due to business needs and evolution: While the position is that of Wfm Scheduler, there is scope within the role for: Realtime Management & Analytics, Wfm Performance Analytics, Reporting, Presenting, Analysis, and similar.


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