Job Title :Workforce Management Specialist
Duration : 12 Months
Location :Milwaukee, WI - 53203 OR Green Bay, WI 54311OR Chicago IL 60601
May be located in
Milwaukee, Chicago or Green Bay.
3060 Voyager Drive, Green Bay, WI 54311
Chicago: 200 E Randolph St Chicago IL 60601
Introduction
This role will report to the Care Center Operations Senior Team Leader and will primarily be responsible for forecasting, scheduling, and real-time monitoring of Care Center Consultants and the interactions they handle across three internal locations and one vendor. The position involves forecasting calls, email, and back-office volumes and workloads; planning for vacation and offline work such as meetings, coaching sessions, and training; and implementing real-time management systems and procedures. Additionally, the role assists Care Center Leadership by providing staffing support during weather events and outside regular Resource Planner business hours through a weekly on-call rotation.
Required Skills & Qualifications
For immediate consideration please click APPLY to begin the screening process with Alex.
Duration : 12 Months
Location :Milwaukee, WI - 53203 OR Green Bay, WI 54311OR Chicago IL 60601
May be located in
Milwaukee, Chicago or Green Bay.
3060 Voyager Drive, Green Bay, WI 54311
Chicago: 200 E Randolph St Chicago IL 60601
Introduction
This role will report to the Care Center Operations Senior Team Leader and will primarily be responsible for forecasting, scheduling, and real-time monitoring of Care Center Consultants and the interactions they handle across three internal locations and one vendor. The position involves forecasting calls, email, and back-office volumes and workloads; planning for vacation and offline work such as meetings, coaching sessions, and training; and implementing real-time management systems and procedures. Additionally, the role assists Care Center Leadership by providing staffing support during weather events and outside regular Resource Planner business hours through a weekly on-call rotation.
Required Skills & Qualifications
- Bachelor's degree is required.
- 3-5 years of experience in workforce management, resource allocation, etc.
- Experience in leadership.
- Advanced knowledge of Workforce Management Software, Aspect preferred.
- Prior work experience at client or in client's industry.
- Applicants must be able to work directly for Artech on W2.
- Experience with real-time management procedures.
- Experience in developing and administering vacation schedules.
- Knowledge of the utility industry and best practices.
- Manage allocation of Care Center Operations staff and other resources.
- Create and modify work schedules to meet resource requirements and service level objectives.
- Utilize real-time management procedures to maximize resource occupancy in care centers.
- Develop and continuously improve Care Center workforce management procedures.
- Provide necessary reports to support team leader implementation of standards.
- Competitive salary and benefits package.
- Opportunities for professional development and career growth.
- Supportive and inclusive work environment.
For immediate consideration please click APPLY to begin the screening process with Alex.