Principal Duties and Job Responsibilities:

• Use workforce management tools to forecast volumes, create staffing requirements, and generate work schedules for contact centers that meet or exceed service level, abandonment rate, and other key performance indicators
• Exhibit ability to work in a fast-paced environment
• Prepare both daily and long-term staffing requirements and adjust schedules based on dynamic needs of Care Center
• Study real-time and historical data to modify forecasting; strive for continuous improvement in forecasting and staffing
• Lead and manage processes for shift bids, vacation shift bids, time-off requests, and requests for overtime
• Maintain a local database to manage employee information, performance trends, and other related data
• Maintain and provide budget-related data, including projected FTE requirements, shrinkage rate, abandonment rate, call volume, and attrition rate
• Use and maintain available reporting systems; produce routine and non-routine reports and presentations, including daily contact center performance, root-cause analysis, and trends and behaviors
• Assist the Real-Time Workforce Analyst to ensure associates are following schedules and meeting service level and abandonment goals
• Serve as a backup for the Workforce leadership, as necessary
• Use critical thinking skills to offer prompt and efficient assistance to Care Center leadership regarding staffing projections and reporting
• Actively work with other Care Center staff and leaders to achieve established performance metric standards
• Oversee, assume accountability, and perform administrative duties for the daily and ongoing function of assigned functional area(s)
• Monitor and report on service performance, including volumes, wait times, abandonment rates, and other core productivity and performance measures in real-time and retrospectively
• Ensure appropriate interactions with front line team members, cross-functional team members and other key partners, are appropriately documented, addressed and communicated
• Ensure compliance with corporate and departmental policies and guidelines
• Identifies areas of opportunity through customer feedback, interaction with functional leaders; support trends and analysis to positively influence support strategy, team performance and service improvement
• Ensure day to day application of policies, procedures, and performance standards to ensure quality customer service and accuracy
• Demonstrate through behavior Papa’s mission, vision, values, and service standards 
• Adhere to department policies and procedures
• Perform other duties as assigned by the Supervisor or other Care Center leaders

Knowledge And Skill:

• Proven ability to use data analytics to identify trends, drive operational, quality, and financial performance in accordance with department and organizational goals
• Ability to lead or facilitate training and education
• Strong organizational and coordination skills
• Strong attention to detail and ability to take initiative to resolve immediate or urgent problems
• Ability to communicate professionally while maintaining confidence, confidentiality, integrity, and objectivity, both orally and in writing
• Ability to adapt rapidly to change, balance multiple priorities, think quickly, and use appropriate judgment
• Technological aptitude to master additional programs, technologies, and databases
• Ability to take the lead in making improvements and resolving issues
• Personal integrity and an ability to work under stress in a fast paced environment 
• Proficient in time management with superior prioritization skills
• Self-motivator, quick thinker, proactive, and detail- and results-oriented
• Demonstrated interpersonal, customer relations, and communication skills with the ability to use discretion when discussing confidential personnel or consumer-related issues
• Strong problem-solving skills, with ability to handle complex scenarios
• Strong organizational and coordination skills
• Demonstration of regular, consistent and punctual attendance
• General understanding of cloud based telephony systems, IVR, skill-based priority routing, chat, email, and associated reporting
• Working knowledge of Workforce Mgmt. workflows and protocols
• Proficiency in business systems, including  Google Workspace or Microsoft Suite

Required Competencies

• Adaptability – Maintaining effectiveness when experiencing major changes in work responsibilities or environment (e.g., people, processes, structure, or culture); adjusting effectively to change by exploring the benefits, trying new approaches, and collaborating with others to make the change successful.
• Building Partnerships – Developing and leveraging relationships within and across work groups to achieve results.
• High School Diploma or equivalent
• Minimum 3 years experience with workforce management process and application (e.g. ErlangC, IEX, Genesys, NICE, Verint, eWFM, Calabrio) 
• Advanced MS Excel or Google Sheets Experience