Workforce Planning Specialist

Provide knowledge and expertise of the utilization and function of the current WFM systems and processes to support business needs, projects, and issue research and resolution

Work with project teams to gather data to support the development of alternative methods to improve accuracy, efficiency, and cost-effectiveness

Develop business process and procedure mapping within WFM

Perform backup support and act as point of contact for other departments and other representatives in discussing proposed changes that may impact CEC workforce

Perform trending and analysis on call center and agent metrics including but not limited to AHT, Schedule Adherence, Wrap, Idle, ASA, Service Level, Employee Shrink, and Turnover

Monitor real-time staffing needs and use critical thinking to make real-time adjustments to employee skill profiles

Provide backup support in the entry of exceptions within applicable workforce planning systems

Effectively identify and communicate service issues as they arise

Publish reports & information to the division Intranet/resource pages

Ensure center compliance to operational goals/performance guarantees

Job Specifications

Typically has the following skills or abilities:

Bachelor’s Degree in Business Administrative or related field; in lieu of degree 4 years functional experience

General knowledge of telephone, database, and intranet systems

Excellent verbal and written communication skills

Proficient with word processing and spreadsheet applications

General knowledge of workforce management principles and procedures

Proficient in mathematics

Ability to complete work within a specified timeframe

Ability to regularly exercise discretion and independent judgment in the performance of job duties

Ability to negotiate compromise and resolve escalations from management

Compensation range for the role is listed below. Applicable salary ranges may differ across markets. Actual pay will be determined based on experience and other job-related factors permitted by law. As a part of the compensation package, this role may include eligible bonuses and commissions. For more information regarding VSP Vision benefits, please click here.

VSP Vision is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to age, gender, race, color, religion, sex, national origin, gender identity, sexual orientation, disability or protected veteran status. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

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As a regular part of doing business, VSP Vision (“VSP”) collects many different types of personal information, including protected health information, about our audiences, including members, doctors, clients, brokers, business partners, and employees.  VSP Vision employees will have access to this sensitive personal information and are subject to follow Information Security and Privacy Policies.