Workforce Management Specialist
Mom's Meals

Ankeny, Iowa

Posted in Retail


This job has expired.

Job Info


Position Summary

The Workforce Management Specialist will perform on-going analysis of real time performance and initiate re-forecasting and flex workforce as needed to achieve service level goals & business objectives.


Position Responsibilities may include, but not limited to
  • Creates and implements plans (schedules) to distribute staff to meet projected work volumes, achieve service and production goals
  • Perform intra day and intra week re-forecasting and support short and long term forecasting work
  • Track, monitor, and document employee attendance and schedule adherence
  • Provide detailed daily, weekly, and monthly workforce management reporting to the Customer Care Management Team
  • Keep department informed of progress towards order goals and service level targets
  • Act as system administrator for phone systems (Revations and NICE OBD), managing profiles, rules, and outages
  • Handle requests for offline time by Customer Service Supervisors
  • Through deep root cause analysis Identify and partner with business operations to deploy changes that will improve efficiency, customer experience, care representative satisfaction
  • Create and distribute reports as needed or as requested by senior leadership
  • Other projects and duties as assigned
Required Skills & Experience
  • College Degree preferred; Minimum High School Degree with some post high school education.
  • At least 2 years of work-related experience in call center with a strong analytical background OR 1 year of work-related experience in workforce management
  • Proficient in Microsoft Office, including Word and Outlook
  • Ability to manage multiple priorities, demonstrated flexibility and ability to adapt
  • Must be highly proficient in Microsoft Excel
Preferred Skills & Experience
  • Previous experience with workforce management software a plus

Physical Requirements
  • Repetitive motions that include the wrists, hands and/or fingers
  • Sedentary work that primarily involves sitting, remaining in a stationary position for prolonged periods
  • Visual perception to perform job including peripheral vision, depth perception, and the ability to adjust focus
Company Overview

Mom's Meals, a PurFoods Company is a home-delivered meal service providing fully prepared, refrigerated meal solutions direct to homes nationwide for over 20 years. We provide seniors, patients recovering post-discharge and those managing a chronic condition with tailored nutrition solutions to manage their specific needs. If you are passionate about the well-being of others and have a strong sense of community, Mom's Meals could be the place for you! We are a family operated business looking for fun, compassionate, and friendly people who want to make a difference in the lives of others.


EEO

Mom's Meals complies with all applicable federal and state non-discrimination laws. All qualified applicants shall receive consideration for employment without regards to race, religion, national origin, ancestry, color, gender, age, disability, sexual orientation or military status.


This job has expired.

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