Workforce Management Consultant – Indianapolis, IN – Roche Diagnostics Corporation
Posted On: 04-27-2021
Position Title: Workforce Management Consultant
Job Location: Indianapolis, IN
Company: Roche Diagnostics Corporation
Contact Information: Jennifer Fenker at jennifer.fenker@roche.com
The Opportunity:
- Develop and lead Contact Center Forecasting and Schedule planning and review process
- Determine workforce requirements to meet service level and response time objectives
- System Owner and SME for Forecasting/Scheduling Technical Solution (ex. Teleopti)
- Understand technology capabilities and recommend needed features, vendors, applications, and upgrades
- Schedule Coordination in collaboration with other WFM team members
- Provide insight on optimal forecasting/scheduling strategy to meet CSC objectives
- Provide recommendations and collaborate with CSC teams on forecast and workload requirements
- Develop accurate short- and long-term workload forecasts
- Determine agent schedules to meet CSC Objectives
- Maintain schedules to ensure adequate staffing in coordination with training, meetings, etc.
- Collaborate with WFM team to maintain Forecasting/Scheduling Technical Solution (ex. Teleopti) with accurate department information (schedule details, agent skills, etc.) and needed application maintenance
- Establish and maintain skill based routing and its linkage with scheduling
- Ensure appropriate training for leadership on Forecasting and Scheduling tools
- Ensure appropriate training for CSC personnel on Forecasting and Scheduling tools
- Provide insight on needed reporting, metrics, and monitoring for optimal WFM
Who You Are:
- Bachelor’s Degree or equivalent experience may be considered in lieu of a degree
- 5 years of relevant experience
Preferred:
- 5+ years Contact Center experience, especially in multiskilled environments with 100+ team members
- Experience with Workforce Management software (ex. Teleopti) for forecasting, scheduling, and reporting
- 3+ years forecasting/scheduling/planning experience
- Demonstrated analytical ability
- Team player and collaborator
- Experience collaborating and influencing leadership teams to develop and implement needed strategies
- Demonstrated skills in stakeholder management, change management, and team management with individuals who are not direct reports
- Knowledge about Reporting and KPIs
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