Job Title: Workforce Management Analyst
Department: Customer Contact Center
Reports to: Senior Contact Center Manager
FLSA Status: Regular- Exempt
Salary: Open
Role Summary:
We are committed to delivering an outstanding customer experience – in everything we do through a customer centric approach.
The National Workforce Manager will oversee productivity within the Trulieve Customer Contact Center and is responsible for overseeing a team of WFM resources that are responsible for planning, managing, reporting, and analyzing client services workload. In this role, you will experience a wide range of problem-solving situations that require immediate real-time intervention.
Key Duties and Responsibilities
Manage the existing WFM Analyst Team remotely, while providing ongoing support and oversight of the day-to-day call center operation as it relates to schedule adherence and call center performance
Assess, analyze, and report on employee productivity at the individual, departmental, and institutional levels. Evaluates facts surrounding schedule adherence, scheduling, and workforce management functions including operational situations that can impact productivity such as tool or system outages
Create and manage executive dashboards as well as comparative data on results vs. forecast, identify opportunities for improvement and recommends solutions
Create and implement an analytics strategy for best-in-class service delivery and metrics. Leverage existing and additional relevant technologies for reporting and analytics
Identify new tools and technologies to better serve the customer and process
Develops processes and procedures to implement functional strategies
Creates staffing schedules and monitors real time for schedule adherence. + Identifies and researches service level risks for problem resolution and management notification.
Oversees escalation plan when service levels are negatively impacted
Forecasts and accounts for growth due to seasonal variations, special events, and other cyclical patterns
Monitors and reacts to fluctuations in call volume as they occur to restore service levels as quickly as possible
Schedules off-phone activities when call volume projections are down.
Manages and adjusts call routing when unusual call patterns exist in order to ensure service levels are met
Updates schedules to ensure WFM system can provide statistical staffing requirements based upon current staffing availability
Updates schedules to account for breaks, paid time off, tardiness, etc.
Provide real-time escalation, recovery, and restore capabilities for any failure of service; notify any major issues to Workforce, Capacity and Operations leaders ensuring the right people know of the incident at the right time
Manage alignment of the company to the customer experience
Provide monthly and quarterly summary of workforce management activities, impacts and metrics
Assist with driving cultural change around workforce management by demonstrating the value of effective case management, resource scheduling, utilization, and risk management
Win as a team - make big things happen by working together and being open to new ideas.
Respect and promote inclusion & diversity.
SKILLS AND QUALIFICATIONS
Inclusive, collaborative, promote open communication, celebrate success, passionate, innovative, committed and able to cultivate authentic relationships.
Bachelor’s degree or four years related experiences and/or training; or equivalent combination of education and professional experience managing a WFM Team for a large contact center
Established track record of exceeding targets, KPI’s SLA’s, in a quality led, legislative compliant environment
Previous successful experience managing employees remotely
Demonstrated outstanding communication (written, verbal and listening) skills, intuition, and follow-through; combined with a caring attitude
Ability to effectively present information and respond to questions from management, peers, and employees
Strong organizational, analytical, and problem-solving capabilities.
Exceptional communication skills, both verbal and written and interpersonal and relationship building.
Ability to work under pressure within tight timelines.
Financial understanding of budgets, P&L and revenue goals
Flexible and adaptable to changing priorities
Possess strong interpersonal skills with a proven ability to communicate across different levels of an organization
Must be at least 21 years of age
Must be able to pass a level 1 and level 2 background check and drug screening
ADDITIONAL MINIMUM QUALIFICATIONS
Must be able to move intermittently throughout the workday. Must be able to see and hear or use prosthetics that will enable these senses to function adequately to ensure requirements of this position can be fully met. Due to the nature of our business, it is advocated that when representing Trulieve that our professionalism meets the needs of the medical patient base that we respectively serve. To uniformly align with the organization, an individual must be able to provide a level of communication that aligns respectively with the diversification of our patients which may exhibit opportunities to assess the situation and apply meaningful service. In addition, must be able to quickly identify and insert additional support where needed to deescalate situations without compromising Trulieve’s objective in serving our patient base with excellent customer service.
WORK SCHEDULE:
45+ hours weekly with flexible hours depending on business needs. Must be available to work occasional evenings, weekends, and holidays.
Equal Opportunity Employer l Trulieve Supports a Drug Free Workplace
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