Position Overview:

The Sr. Workforce Specialist reports to the Workforce Supervisor and is responsible for creating and maintaining reporting for company KPI’s, identifying, analyzing and interpreting trends or patterns and making recommendations based on those trends, creating custom reports, and assisting with training and development of the workforce specialist team. The Sr. Workforce specialist will be knowledgeable in all areas of the workforce specialist role and will perform specialist job functions as needed, with a focus on improving team processes.

Responsibilities:

Pre-week Optimization Re-calculate expected service levels and provide information to business leaders Determines periods where actions are necessary to improve service levels Train users in the operation and scheduling of reports. Manipulate scheduled activities and shift assignments to optimize expected service levels Use calibration output to amend shrinkages, allowing for unknow and unplanned activities remaining Pro-actively seek amendments to published shifts to reduce need for overtime or reduce availability Recommend alternative scheduling strategies to reduce overtime requirements and maximize occupancy Set the agenda for schedule period design, ensuring the process is embedded in the wider planning process Schedule Management Ensure that call center resources are scheduled and utilized to provide optimum service levels and occupancy in all skill groups. Develop new hire schedules Partner with Call Forecasting to develop vendor lock requirements Partner with leadership teams to schedule offline activities to balance occupancy while also ensuring that local and national priorities are met. Analysis for scheduling and call volume data to manage the SVL/OCC in a multi-partner environment. Manage realignment and mini bids Use existing patterns and publish basic schedules in IEX Seek and share best practices to shape discussions regarding schedule needs. Data Management & Reporting Conduct standard audits to ensure calibration between systems e.g Cisco vs IEX Administer IEX, including adding new hires and removing terminations Motivate team members, communicate goals and identify areas for new training of skill checks. Develop strategies to improve performance. Conduct standard audits to ensure calibration between systems e.g Cisco vs IEX Optimize the process/systems used to obtain and provide intraday, daily and weekly WFM reporting Produce daily and intraday reports using pre-existing templates Assess and report performance to WFM Supervisor Identify, analyze and interpret trends or patterns in complex data sets Shrinkage Planning Use agreed shrinkage assumptions and profiles for 52+ week schedule plan Identify risks to delivery - e.g unrealistic absence plans Convert the weekly shrinkage % assumptions into Hours budgets for use in medium term capacity plans Recommend adjustments to weekly profiles to optimize delivery, and minimize staffing fluctuations Monitor performance of planned and actual shrinkage against targets Understand impact of shrinkage budgets and provides guidance and advice to others on Activity Plans, costs etc Provide recommendations on scheduling strategies to avoid unwanted shrinkage (absence, non adherence) Weekly Plan Design Advize of intraday "hot spots" Advize other areas of the business what actions have been taken in advance to mitigate "unders" and "overs" Continuous improvement in scheduling via feedback on approaches to dealing with over/under periods in real time Challenges the assumptions, feeding back into the scheduling process with recommendations on enhancements Sets a framework for short term planning, guiding the development of communication & engagement strategy

 

Essential Functions:

 

Essential Job Function

% of Time on Function

Pre-week Optimization

30%

Schedule Management

10%

Data Management & Reporting

10%

Shrinkage Planning

20%

Weekly Plan Design

30%

Total

100%

 

Job Requirements:

High school degree or equivalent; college degree preferred Workforce experience Proficient in IEX, cisco reporting, and above average excel skills required Good analytical skills Excellent problem-solving and decision-making skills Excellent cross-group collaboration skills and the ability to influence stakeholders Working knowledge of call center dynamics, verbiage, and methodologies Able to work a flexible schedule Exemplary Attendance Excellent communication and interpersonal skills Experience dealing with outsourced partners or multi-site call center locations

 

Minimum Physical Requirements: 

The physical demands described represent those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions of the position for which they work. While performing the duties of this position, the employee is regularly required to listen, talk and hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls while executing tasks like working on a computer or talking on the telephone.  The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually moderate to low.

 

Company Overview: 

HomeServe USA is a Great Place to Work, and while we’re biased, we’re not just saying that. We’re proud to have been certified as a Great place to Work the last four years. What do we do and what makes it so great? Well, we’re glad you asked! 

We put people at the heart of everything we do. That’s priority number one for all of us. For the 5 million Customers we serve, that means being there when they have an emergency home repair need, such as getting their a/c working, clearing their clogged pipes, or fixing broken electrical systems. With over 1,000 municipal and utility Partners, that means providing their customers with access to affordable home repair plans, making it easier, faster and less expensive to have their home repair needs met. And for the nearly 3,000 People working alongside us, it means fostering a rewarding, inclusive and challenging career experience that we think is second to none. At HomeServe USA Corp., everyone is welcome. We know that having diverse teams has a positive impact on our work and ultimately helps us better serve our customers. 

 

What We Are Looking for: 

At HomeServe USA, we put our people and our customers at the heart of everything we do, and we’re looking for someone who loves the work of compliance to join our team.  A compliant organization is good for everyone so join us in supporting a culture that creates great employee experiences at an organization that cares. The right people for our team (1) care about what we do, the people on our teams, and the customers we serve, (2) are open and honest when communicating, (3) engage actively in work and office life, (4) are committed to growth, learning, and improving both self and the organization, (5) take ownership and collaborate well with to get to great outcomes, (6) share in the full team’s success.  We need people who challenge convention, think differently, solve problems, and strive for continuous growth. 

 

This job description is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.  

 

HomeServe USA is an equal opportunity employer.