Workforce Planner II

Job Description:

At Cable One and our family of brands, we keep our customers and associates connected to what matters most. For our associates, that means: a thriving and rewarding career, respect for the communities where they live and work, a focus on health and wellness, an excellent work/life balance, and an open and inclusive workplace. 

Responsible for developing, fostering and executing a workforce planning strategy that is driven by and complements organizational strategy. Develops, implements and oversees the execution of methodologies to maximize forecasting accuracy. Creates and maintains short-, mid-, and long-range workforce plans to balance retail, customer, and associate expectations with budget, operational and financial goals. Implements and maintains analysis and forecasting best practices to create accurate, realistic workforce schedules and plans. Strives to maximize process effectiveness and minimize costs.

We are open to hiring remote if we find the right talent in any of the following state: AL, AR, AZ, FL, GA, IA, ID, IL, IN, KS, LA, MD, MN, MO, MS, NC, ND, NE, NM, NV, OR, OK, PA, SC, SD, TN, TX, UT, VT.

What you will do to contribute to the company's success

• Forecasts contact volume and average handle time for designated queue(s), site(s) and business unit(s).
• Accountable for achieving designated forecasting accuracy goals on an intraday, daily, weekly, and monthly level for all assigned queues.
• Creates forecasts for use in developing schedules and building intraday plans.
• Ensures and reports on schedule adherence, including breaks, lunches and shift-end, as well as team performance using contact related case statistics.
• Maintains and analyzes actual volumes compared to forecasts and recommends changes to enhance productivity and customer satisfaction.
• Monitors and manages vendor routing strategies.
• Maintains staffing and headcount reports.
• Identifies and recommends process improvements.

Qualifications

• 2-3 years’ prior experience
• AA Degree or equivalent
• Proficient in Microsoft Office, including Word and Excel.
• Experience building and maintaining complex forecasting models using scheduling tools (Verint WFM) and Excel.

Core Competencies 

• Committed: Values each and every customer, while working hard to keep their business and support our communities. 
• Helpful: Delivers support in the ways that are most useful to our customers and addresses their needs with expertise, respect, and empathy. 
• Proactive: Understand what our customers need, and actively works to make their relationship with use seamless, easy, and rewarding. 
• Personal: Knows our customers well, and tailors our communications and interactions to address their needs and expectations. 

Benefits

Cable One and our family of brands appreciates the role our associates play to help the company grow, and in return an excellent benefits package is offered to our associates to recognize the importance of their contributions, such as: 

• Medical, dental, and vision plans – start when you start! 
• Life insurance (self, spouse, children)
• Paid time off (vacation, holiday, and personal/sick days) 
• 401(k) - 100% company match starts day 1 of employment (up to 5% of eligible compensation)
• Group Legal plan with Identity Theft Protection

Additional Perks 

• Tuition reimbursement (up to $5,250 on 1st year) 
• Annual community support to various organizations across the U.S. 
• Associate recognition & awards programs
• Advancement opportunities 
• Collaborative work environment 

We’re an Award-Winning Organization!

• Forbes’ “America’s Best Midsized Employers” 2021-2023

Our Commitment

Diversity lies in the communities we serve and among the associates who dedicate themselves to ensure our continued success. Here at Cable One and our family of brands, we believe it is our individual and unique talents, backgrounds and perspectives that, when combined, truly make us an unstoppable force. "Stronger Together" is not just a verbal cue, it is the motto that our associates live by, exemplify, and embody each and every day.

Cable One and our family of brands is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability.
 

Pre-hire Processes

Cable One and our family of brands is committed to keeping our associates and customers safe. Job offers are contingent upon the results of background, drug screening, and reference check. Only after successfully passing these pre-hire clearances are individuals approved for hire and ready to start their successful and rewarding career. 

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