Workforce Optimization Planner

Position Summary

The Workforce Optimization Planner generates forecasts and schedules by analyzing historical performance for RoundPoint’s contact center.

The Workforce Optimization Planner reports to the AVP-Workforce Optimization and must develop strong working relationships with key stakeholders, vendors, and co-workers.

Primary Responsibilities

• Analyze and report historical data and trends
• Develop models to generate long-term and short-term forecasts
• Revise the volume model when deviation is higher than forecast
• Manage scheduling process, including shift bids
• Manage approval and denial of planned activities, such as vacations, trainings, meetings, etc.
• Lead weekly and daily meetings with management detailing previous and forecasted performance, while identifying risks and offering recommendations to mitigate risk to the contact center
• Track, analyze, and report contact center and agent performance by developing reports that highlight the contact center’s KPIs
• Administration of Workforce Optimization software
• Create process and procedure guides relative to Workforce Optimization

Qualifications

Required:

• Computer proficiency, with focus on MS Excel and SQL, including Pivot Tables and VLOOKUP
• Workforce management experience
• Scheduling optimization experience
• Experience with forecasting
• Ability to apply mathematical concepts and calculations
• Strong mathematical, analytical, communication and interpersonal skills, strong customer-service skills including courteous telephone etiquette, and strong negotiation skills with sense of urgency in mind
• Ability to interpret policies and procedures and communicate effectively
• Ability to make decisions and exercise good judgment in a complex and rapidly changing environment
• Capability to adapt to a fast-paced environment and learn and retain new or evolving information and procedures
• Ability to work under stress and pressure and respond to inquiries with tact, diplomacy and patience
• Ability to work in a team environment
• Ability to exercise discretion on sensitive and confidential matters

Desired:

• College degree preferred
• Previous call center experience preferred

#LI-Remote

RoundPoint’s Employee Value Proposition:

A team where quality is required, hard work is rewarded, and wins happen.

Our mission is to serve our homeowners and all of their homeownership needs. We do this by embracing challenges, executing with excellence, and fostering a positive work culture that encourages personal and professional growth. We are on the fast track to becoming the premier marketplace for all things home, and the National Mortgage News and Best Companies Group just named us one of 2019's Best Mortgage Companies to Work For! Without a doubt, RoundPointers are what make this company a great place to work!  That’s why we hire individuals who share our core values: Energy, Ethics, Execution, Everyone, and Earn it!

As a RoundPointer, we will empower you to innovate, provide meaningful solutions, set goals and crush them, play hard, and give back to the community!  Our secret sauce is our mantra, All In. All Win. Together, we can achieve great things!

Physical Demands & Working Conditions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job:

• The employee is regularly required to talk or hear. 
• The employee is required to sit for extended periods of time and is occasionally required to stand and walk. 
• The employee must regularly use hands to finger, handle, or feel objects and is regularly required to reach with hands and arms; the employee may occasionally climb or balance, and stoop, kneel, crouch, or crawl. 
• The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. 
• Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus. 
• The noise level in the work environment is usually quiet to moderate, and no extreme conditions are present.