Job Description, Responsibilities, Standards, and Qualifications

Job Description:

The Operations Workforce Specialist ensures round-the-clock staffing, for the Customer Service Centers (CSC) customer contact channels and customer contact types. They act as primary contacts for employees requiring scheduled and nonscheduled time away from work. They will be responsible for working with Training and Quality Assurance to perform scheduling analysis along with scheduling CSC training for the staff. Develop and implement strategic workforce management plans to optimize staffing levels and resource allocation. Analyze historical data and trends to forecast staffing needs, ensuring optimal coverage for various departments. Collaborate with call center management to
understand business goals and align workforce strategies accordingly. Design and implement efficient scheduling processes to meet operational demands while considering employee preferences and compliance requirements. Monitor real-time data to make proactive adjustments to schedules and staffing levels to address immediate needs. Utilize workforce management tools to generate reports and analyze performance metrics, identifying areas for improvement. Reports to the Quality Assurance & Training Manager.

Job Responsibilities and Performance Standards:

1. Performs workforce planning and resource Allocation (Performed by all incumbents)

• Determine staffing requirements and ensure the appropriate allocation of resources to meet service level goals and key performance metrics.
• Manage scheduling of staff and real-time reallocation of staff across queues to ensure appropriate service levels. This includes but is not limited to lunch changes, assessing off the phone allowances, time-off, and shifting/dedicating staff across queues to ensure appropriate phone coverage.
• Produce short-term staffing forecasts.
• Ensure daily schedules are kept up to date and adjust schedules based on appropriate schedule adjustments and time off requests.
• Monitor, examine and adjust, on a real-time basis, staffing of inbound call and chat queues utilizing the current Workforce Management systems and tools. Provide optimal resource planning, scheduling and identifies new schedule methods, strategies and opportunities.
• Strategically optimizes staff schedules (including breaks, training, lunch, etc.) for real-time coverage between skill levels to maximize service levels.
• Review the current processes of scheduling and staffing and uncover the potential opportunities for improved efficiency, which include schedule rotation, operation hours, and staffing of agents for each facility.
• Make recommendations for overtime/voluntary time off.
• Monitor phone, chat, and back office work queues and service levels on a real-time basis to identify situations where additional resources may be needed to maintain service levels, consult with CSC management to determine the best course of action to fill resource needs/maintain service levels. 
• Review the current processes of scheduling and staffing and uncover the potential opportunities for improved efficiency, which include schedule rotation, operation hours, and staffing of agents for each facility.

2. Creates reporting for intra-day, daily, weekly, monthly, and executive level needs. Prepares reports of findings and analysis (Performed by all incumbents)

• Prepare daily, weekly, monthly, quarterly, annual, and ad-hoc accurate and complete reports of findings, correctly identifying trends and possible operational/scheduling changes needed.
• Collaborate with staff and management to determine what effects possible changes suggested by the data will have on staffing levels.
• Monitor forecasted to actual call center metrics. Compare results to forecast and identify opportunities for improvement.
• Create easy to understand visual aids (i.e. charts, graphs) for inclusion in reports and presentations.
• Present reports of findings and recommends alternatives to managers or other appropriate staff, providing clear, concise rationale for selection of alternative(s).
• Prepare staffing data to support the annual customer service centers budget process.
• Track and trend analysis for absenteeism and schedule adherence. 
• Use call trends and historical data to formulate efficiency strategies for continuous scheduling improvement.

3. Collaborates with call center leadership to address trends.

(Performed by all incumbents)

• Lead daily, weekly and or monthly check-ins with customer service center management.
• Provide insights and recommendations to senior leadership for continuous improvement of workforce planning and efficiency.
• Provide regular and detailed analysis on contact center performance
• Maintain call out line, regularly checking callout line, manually updating schedules and reporting callouts
• Provide report of findings, interprets results and recommends changes or improvements.
• Conduct staffing schedule calibration with the leadership team for balanced staff scheduling.

4. Maintains a consistent, high quality, customer-focused orientation when conducting business and providing services or products to clients, the general public, and other external customers. (Performed by all incumbents)

·         Communicate with customers and obtains all required information necessary to determine and address their specific needs; tactfully explains why, if service cannot be provided.

• Provide clear, accurate information; explains procedures or materials or provides supplemental information; anticipates problems and questions.

5. Interacts with upper levels of management and submits status reports, budget information, and recommendations. (Performed by all incumbents)

·         Discuss support requirements and submits appropriate recommendations which best meet these requirements.

·         Participate in meetings with contractors, vendors and/or management to exchange relevant information; makes effective and knowledgeable suggestions pertaining to direction that should be followed in the support and upgrade of assigned systems, tools, workforce, and processes.

·         Confer with other members of the division and department to resolve problems quickly for quality assurance.

6. Maintains a high level of job skills by attending and completing various seminars and training courses and reading appropriate literature. Communicates this knowledge to others as required. (Performed by all incumbents)

• Plan appropriate personal training needs with supervisor in a timely manner.
• Attend and complete training plan courses and seminars according to established schedule and availability of courses.
• Read and review appropriate professional periodicals and technical manuals to maintain current professional/technical knowledge.
• Train thoroughly less experienced employees and new hires in various tasks/procedures as directed by management.
• Communicate information in a clear and understandable manner.

8.   Maintains knowledge of current trends and developments in the field by reading appropriate books, journals and other literature and attending related seminars, conferences and the like. Applies pertinent new knowledge to job. (Performed by all incumbents)

• Attend internal and external educational programs and professional meetings as available for continuing professional education.
• Attend regular meetings of any available and applicable professional organizations.
• Read and evaluate professional literature on a continual basis, translates complex or technical information into a format that can be understood by others, and distributes as needed.
• Incorporate knowledge of pertinent new trends and developments into section policies and procedures and makes recommendations for any related organizational changes.
• Demonstrate thorough knowledge of applicable rules and regulations by providing accurate information and technical assistance to unit personnel representatives, employees and managers.
• Maintain effective time management skills.

9. Performs other duties as assigned by Management.

Minimum Qualifications:
Completion of a Bachelor’s degree from an accredited college or university in business administration, or a related area and one (1) year of related experience OR three (3) years of experience in the area relevant to scheduling in a contact/call center environment. Excellent communication and presentation (i.e., written and verbal) and the ability to liaise with all business levels. Knowledge of Erlang C (Call Center Reporting System). Ability to work under pressure; assess, respond, and communicate issues in a timely manner. Accustomed to fast and changing needs. Strong customer service orientation, adept at problem solving, able to balance and prioritize multiple tasks, and excellent interpersonal skills.  Ability to meet deadlines, work independently and in teams, and comfortable working in an evolving role.  Proficient in Microsoft Office Suite including Excel & Access.  Applicants must possess SRTA’s core values of Integrity, Collaboration, Innovation, Customer Focus, and Diversity.