Planning Specialist

This position is a critical component to our service levels and customer experience. They will work to understand historical patterns for work arrival and adjust to ensure we are scheduling our staff at the right times. This is the position that our Real-Time Analysts will progress to. Data Analysis: By examining large datasets to spot trends and forecast future call volumes, WFM Planner/Scheduler will optimize workforce allocation. Their ability to swiftly make informed decisions ensures operational efficiency and high customer satisfaction levels. Forecasting: Planners predict call volumes and staffing needs accurately, optimizing workforce allocation to meet customer service levels without over staffing. They use historical data trends and real-time variables, such as marketing campaigns or seasonal changes, to create precise models for future requirements. The Scheduler/Planner has an objective for their forecasts to match actual incoming volumes more than 85% of the time. Scheduling: Adjusting workforce schedules to match demand fluctuations ensures optimal staffing levels. A planner’s precision in planning impacts operational efficiency and customer satisfaction directly. Interface with cross functional teams to communicate, facilitate and implement staffing plans. Coordinate with various departments on daily staffing levels and production efficiency. Will develop schedules on time and work with customers if questions or concerns arise. Reporting: Compiles summarize and disseminate various reports including, but not limited to; production hours, daily performance summaries, LT/ST forecast analysis. Ad-hoc reporting as requested. Requirements Scholarship: High School Specialized knowledge: Previous WFM experienced Computer knowledge:Word, Excel, PowerPoint, Tress, Tableau Benefits Competitive weekly salary Legal benefits Christmas bonus Savings fund Profit sharing (PTU) Vacation days Vacation premium Extra paid days off Private medical insurance and preventative care Friendly work environment Financing and discounts at local restaurants and coffee shops Growth opportunities