Client Engagement Operations Analyst - Workforce Management …, Lo Barnechea

As a Client Engagement Operations Analyst, Workforce Management, you'll play a critical role in ensuring our service support teams are staffed smartly and efficiently—right when our clients need us most.You'll own intraday forecasting and scheduling, balancing real-time operational needs with longer-term planning.Working closely with operations and leadership, you'll turn data into action to drive exceptional client experiences.The OpportunityManage and forecast the intraday arrivals for volume, AHT and shrinkage on a weekly basis for assigned teamsCreate and maintain the intraday plan on a rolling 2 weeks basisAnalyze enterprise volume, productivity and patterns to optimize staffing levelsReview all permanent schedule change requests and communicate approvals as appropriate and update in the Workforce Management SystemResearch and recommend performance and efficiency improvement processes and changesRun \"what-if\" scenarios as needed to ensure proper staffing short term and long termEnsure schedules are published in a timely mannerEnter permanent schedule exceptions into the WFM systemCoordinate with the departmental leadership team to ensure all scheduling activities such as vacations, schedule changes, new hire schedules, meetings, training, meetings, etc.Team up with Capacity Planning to create annual time off allocations, schedule bids, and holiday bid as approved by leadershipLead the weekly short-term capacity calls for assigned teamsMaintain the job profile including team changes, terminations and new hires in the WFM system.Maintain the Scheduling Inbox with a response time of 48 business hoursPartner with other internal teams (marketing, finance, business leadership) to understand the key drivers of call volume and incorporate into schedulingCollaborate and communicate with team members and management to create a proactive partnership to ensure consistency across the organizationDocument and train others on workforce management systems and processesBack up escalations with data and factsSkills You Should HODLPassionate about client experienceHighly collaborative, with exceptional interpersonal and stakeholder management abilitiesCreative problem-solver, comfortable with ambiguity, who consistently generates new ideas to achieve organizational objectivesUnless a specific application deadline is stated in the job posting, applications are accepted on an ongoing basis.Please note, applicants are permitted to redact or remove information on their resume that identifies age, date of birth, or dates of attendance at or graduation from an educational institution.We consider qualified applicants with criminal histories for employment on our team, assessing candidates in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.As an equal opportunity employer, we don't tolerate discrimination or harassment of any kind.Whether that's based on race, ethnicity, age, gender identity, citizenship, religion, sexual orientation, disability, pregnancy, veteran status or any other protected characteristic as outlined by federal, state or local laws. #J-*****-Ljbffr #J-*****-Ljbffr Postúlate en Kit Empleo: kitempleo.cl/empleo/1dr6n4