The Role
Plans and forecasts contact center staffing needs using historical and real-time data. Develops schedules aligned with call volumes, coordinates staffing plans with cross-functional teams, monitors production efficiency, and prepares performance, forecast, and ad hoc reports. The role supports service-level performance and customer experience while optimizing workforce allocation.
Summary Generated by Built In
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
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
Skills Required
- High school education
- Previous workforce management experience
- Knowledge of Microsoft Word, Excel, and PowerPoint
- Knowledge of Tress and Tableau
Am I A Good Fit?
Get Personalized Job Insights.
Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.
Success! Refresh the page to see how your skills align with this role.
The Company
What We Do
Confie is the largest independent personal lines insurance agency and broker in the United States, operating as a leading call center in Tijuana that provides customer service, back office support, and sales for US insurance companies.
