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В американскую корпорацию Automattic (WordPress, Tumblr) требуется Workforce Management Specialist.
Company is looking for an experienced Workforce Management Specialist to help manage daily staffing levels in the 24/7/360+ operations of company`s Happiness organization. You’ll work closely with Director of Support Operations, Workforce Management program manager, Workflow Management specialist, and wider support leadership to ensure company`s staffing levels are optimized to fit the needs of customers, business, and support team.
You’ll be responsible for tracking, monitoring, and communicating all system issues and downtime and finding opportunities for optimizing company`s staffing levels daily. Your core focus will be to work closely with Workforce Management program manager and help build a work program across Happiness teams that is in tune with the needs of customers, business, and Happiness Engineers.
Company is looking for someone with experience:
- Working closely with workforce management specialists to understand workload forecasts and how those inform our support staffing needs
- Working with a variety of in-house or vendor-based workforce management tools
- Comparing assigned schedule coverage and anticipated contact volumes to actuals and monitoring the health of the routing and technical solutions
- Determining the best ways to adjust staffing around to hit optimal service levels throughout the day and optimizing team’s time
- Seeking opportunities for improving the processes company uses to run short-term staffing to ensure the efficiency of support teams
The day to day work involves:
- Working with scheduling group to build solutions for divisions that account for current business demands as well as exceptions
- Collaborating with division leads to ensure accurate staffing levels and to formulate efficiency strategies
- Suggesting scheduling changes and crafting new business models to meet the needs of business
- Discovering new methodologies to improve staffing
- Settling a good balance between optimum scheduling and service expectations
- Working as a team with support leadership and scheduling guild, completing daily schedule operations, such as balancing leave requests and re-routes to different tasks
- Managing, reporting on, and explaining drivers behind company`s metrics on a daily, weekly, and monthly basis
- Performing other job-related duties as requested