Workforce Planning and Analytics Supervisor
This job posting is no longer active
- Silver Spring, MD, United States
- Full-Time Customer Service
- Job # 506976
- Date posted - 2019-01-31
What you’ll be doing...
Responsible for Workforce Planning and Analysis Intraday Management for Verizon Consumer Call Centers. Responsible for interacting with the VCM leadership team to oversee workforce performance, scheduling and payroll of the Consumer, and Multi-lingual centers. A critical function of the position is to ensure the most efficient use of call center staffing resources to meet customer demand for each 15 and/or 30 minute increment, 6 days a week, in an effort to ensure objective answer time results are achieved across all intervals. This position will provide both onsite and virtual coverage.
- Must have a comprehensive understanding of scheduling and forecasting in a large team environment, including Time-off Management and current labor contracts.
- Manage a team of clerical associates who care for exceptions and payroll for 2,000plus employees.
- Participate on daily coverage calls to review staffing gaps and service level targets; and maintain and update.
- Skill based routing profiles.
- Work closely with WPA Mission Control Intraday Team to meet regulatory and % Retain Targets.
- WPA Intraday Grievance Coordinator and WPA F2F Step 1 Attendee. Schedule meetings with Union and Center management to review new process and procedure changes to improve partnership.
What we’re looking for...
You will need to have:
- Bachelor’s degree or four or more years of work experience.
- Four or more years of relevant work experience.
- Experience managing a team.
Even better if you have:
- Ability execute under tight deadlines.
- Strong written and oral communications skills.
- Ability to multitask, effective organization and planning skills.
- Workforce Management Call Center Certification.
When you join Verizon...
You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.
Equal Employment Opportunity
We're proud to be an equal opportunity employer- and celebrate our employees' differences,including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.
