WFM Specialist II

TransUnion's Job Applicant Privacy Notice

What We'll Bring
At TransUnion, we have a welcoming and energetic environment that encourages collaboration and innovation. This environment gives our people the opportunity to home current skills and build new capabilities, while discovering their genius.

The Workforce Management Specialist will monitor performance controls and measurements for on-site activities. Responsibilities include the daily interaction with WFM contacts as well as oversight of site performance toward contractual SLA's. Provides guidance in accordance with contractual SOWs, regulatory requirements and applicable internal policies and procedures. Integrates new processes to identify and execute reliable business Key Performance Indicators (KPls). Makes recommendations to control costs and drive improvements to the operational efficiency of site processes. This position is also responsible for ensuring an effective business relationship between the business unit and the other TransUnion business units by ensuring open communication, regular reporting, and adequate escalation handling according to TransUnion's requirements. Strong Forecaster with Capacity Planner skills to develop accurate long and short-term demand forecasts, analyzes historical performance, and collaborates with stakeholders to determine resource requirements, including staffing, and equipment.

What You'll Bring

• Maintain Workforce Management system with accurate call volume, average handle time, arrival patterns, staffing, shrinkage, etc.
• Use WFM tool to design requirement shift patterns to ensure consistent interval coverage and performance standards
• Implement, monitor and track all aspects of the Planning Cycle being able to support operations and Geo WFM teams with all WFM aspects end-to-end
• Ability and understanding to plan for other service channel methods: admin, email, chat, outbound, etc…
• Partner with Vendors and/or Local Sites to ensure transition of shared responsibilities between them and Global WFM (GWFM/ TUCC)
• Adhoc review of daily performance providing recommendations to Operations and Geo WFM teams ensuring a Global Strategy approach is followed
• Partner with long term forecasters and intraday teams to ensure end-to-end planning and execution is aligned
• Monitor forecast accuracy. Recommend changes as necessary to improve response time. Maintain Distinctive Days in Monet to assist with systematic forecasting
• Provide analytical support including capacity planning, scheduling, and reporting (including trend analysis) to drive decisions made in partnership with global vendor managers and provide insights to senior leadership.
• Capacity Planning - Develop and maintain capacity plans to ensure adequate resources (staffing, equipment, budget) are aligned with projected demand.
• Maintains headcount requirements for each plan and works closely with management to ensure staffing is adequate to support. Regularly follows up with Geo WFM teams to ensure accurate headcount is maintain at all times
• Ability to build global schedule and team organization templates that support GWFM and Transunion objectives
• Innovate and improve forecasting and capacity planning models and processes to increase efficiency and accuracy.
• Track, analyze and report on call center/agent performance including trends utilizing reports from a variety of systems
• Analyze performance real-time to ensure we meet our targets & service level agreements and engaging with Geo WFM teams to understand the reason for outliers
• Working with operational and support teams to effectively plan non-production time (NPT) ensuring service level objectives are maintained
• Serve as the WFM subject matter expert for the departments assigned by engaging with all aspects and requirements of the GWFM role
• Maintains a close working relationship with the departmental leadership in developing staffing strategies
• Adheres to Company standards and maintains compliance with all policies and procedures particularly to data storage
• Conduct meetings with call center management to review staffing, trends and impact analysis on performance and service level
• Supports system integrity by communicating any known issues and proactively share knowledge with GWFM for all in team to learn
• Develop high quality decks and presentation materials for presentation to leadership on an as needed basis
• Approaches role and duties with a proactive, forward thinking approach ensuring tasks are not left undone or at least delegated to a GWFM colleague with agreement
• Reviews existing processes, reports and/or methodologies suggesting improvements where necessary
• Performs other related duties as assigned.

Impact You'll Make

• 6+ Years Operations experience in a multi-channel call center
• Proficient in real time adherence management
• Experience in WFM tools
• AWS platform preferred
• Familiarity with Workforce Management Platforms
• Experience to Erlang methodologies
• Salesforce Experience
• 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
• Excellent and stable internet connection (preferably minimum 100 Mbps)
• Ensure stable electricity or power supply to ensure uninterrupted productivity
• Advanced English

This is a remote position which may require occasional in-person attendance at work-related events at the discretion of management.

TransUnion Job Title

Specialist II, Consumer Operations Support