HomeServe USA

  • Workforce Site Planner

    Job Locations US-TN-Chattanooga
    Job ID
    2018-2862
    Category
    Contact Center Operations
  • Overview

    HomeServe USA, ranked as a 2017 Top Work Place, provides emergency repair plans which are like roadside assistance for your home.  Our vision is to become the top-of-mind solution for consumers when something goes wrong in their home.  Our incredible growth is fueled by a dynamic team who values collaboration, innovation and delivering exceptional customer service, all while working in a fun and friendly environment. HomeServe USA is part of a global organization that serves millions of customers in the US, UK, France, Italy and Spain.  Come see why you should work for HomeServe USA!

    Responsibilities

    Position Overview:

    Ensure that call center resources are utilized in such a fashion as to provide optimum service levels for customers while contributing to a favorable work environment. Perform trend analysis and recommendations of staffing needs. Create and maintain agents' schedules including shrinkage, training and other events as needed.  Maintain and ensure the accuracy of master roster and IEX scheduling software. 

     

    Responsibilities:

    • Ensure that call center resources are scheduled and utilized to provide optimum service levels and occupancy in all skill groups. 
    • Coordinate dates/times for training, preschedule and manage training completion reporting.
    • Partner with local leadership teams to schedule offline activities to balance occupancy while also ensuring that local and national priorities are met.
    • Provide weekly plan to workforce leadership and operations team to identify the opportunities and challenges of the upcoming week.
    • Maintenance of center roster through the tracking of new hire classes and attrition.  Work closely with the Workforce Capacity Planning Analyst and Workforce Supervisor on staffing suggestions and the timing of those suggestions.
    • Analysis for scheduling and call volume data to manage the SVL/OCC in a multi-partner environment.
    • Provide clear and concise trending and statistical reporting via interval, daily, and weekly schedule quality index reporting.
    • Manage realignment and mini bids
    • Maintaining time off allotments
    • Administrator of IEX

    Qualifications

    Job Requirements:

    • Strong working knowledge of Excel
    • Strong mathematical background preferred
    • Proven ability to develop quality ad hoc reports and analyses with minimal direction
    • Minimum 1-3 years work-related experience in a call center environment (previous staffing/scheduling/reporting experience required)
    • Advanced analytic skills and ability to translate data to business contexts
    • The ability to successfully manage multiple priorities in a deadline-driven environment
    • Previous forecasting experience preferred
    • Functional knowledge of IEX TotalView preferred.
    • Excellent problem-solving and decision-making skills
    • Excellent communication skills
    • Excellent cross-group collaboration skills and the ability to influence stakeholders
    • Working knowledge of call center dynamics, verbiage and methodologies
    • Proficiency with IEX scheduling software preferred
    • Previous Workforce management desired
    • Experience in Multi-site call center management desired

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