Workforce Planning Specialist

Nothing throws a bigger monkey wrench into the works than unexpected gaps in the workflow, especially in busy Customer Service, Claims and Sales departments. We will rely upon your forecasting skills to manage real-time adherence for targeted departments and adjust schedules accordingly to ensure that our customers are never short-changed. You’ll analyze call trends and develop contingency plans; produce weekly schedules to meet pre-determined service level goals, use scheduling and reporting software to optimize employee resources; and communicate with personnel and management to coordinate times/dates for events, such as training, vacation days, etc. It’s quite a juggling challenge, but one that your knowledge and experience will be able to make happen. Minimum starting hourly salary: $16.94 + DOE. Qualifications include: Minimum 1 years’ call center experience (multi-site preferred) Advanced skills with MS-Excel and proficiency with MS-Office Suite, scheduling and reporting applications and Witness WFM (Cisco ICM Call Routing software/hardware a plus) Exceptional attention to detail, the ability to anticipate and respond to customer needs and to take an analytic, systematic approach to problem-solving Workforce Planner Certification and/or workforce management/planning experience highly desirableAdministrative,Call Center Systems,Phoenix