Senior Specialist, WFM Planning
At TTEC, we re all about the Human Experience. Elevated. As a Senior Specialist - Workforce Management Planning- Permanent WFH, you ll be a part of creating and delivering amazing customer experiences while you also #ExperienceTTEC, an award-winning employment experience and company culture.
What You ll be Doing
Have a passion to solve work puzzles? Are you looking for an opportunity to experience something new each day? In this role, you'll bring your creativity and individuality to make sure correct staffing is in place and proper adjustments are made based on the clients' needs. With a passion to continuously improve processes, you ll analyze and compare staffing and revenue reports from the past to prepare daily, weekly, and monthly reports to make recommendations for upcoming months. Enjoy thinking about the big picture and planning for the future to support the team and clients? You ll make sure scheduling policies are followed as you survey the landscape for what s ahead and support the business in this key planning role.
You ll report to the Workforce Manager. You ll impact the business, the teams you support, and the various departments that you partner with on a consistent basis through your analysis and recommendations.
During a Typical Day, You ll
- Pinpoint areas for improvement through monitoring call volumes, managing agent staffing, scheduling processes, and forecasting future needs for a successful client program
- Use your knowledge and understanding of client needs to analyze and prepare staffing reports while comparing new information to old reports
- Forecast and recommend staffing headcounts on a long-term basis
- Bring your time management and organizational skills to manage multiple, complex, on going tasks
- Work across many departments to implement existing and new processes built for success
What You Bring to the Role
- 6 months or more data analysis experience
- Associate degree, technical school or equivalent work experience
- Engage and support the team in making sure they have the proper tools and systems to accomplish day-to-day tasks
- Solution-oriented mindset
- Understanding, interpreting, and manipulating data for reporting
What You Can Expect
- Knowledgeable, encouraging, supporting and present leadership
- Diverse and community minded organization
- Career-growth and lots of learning opportunities for aspiring minds
And yes... all the competitive compensation, performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you
About TTEC
Our business is about making customers happy. That s all we do. Since 1982, we ve helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world s leading iconic and disruptive brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.
TTEC is proud to be an equal opportunity employer. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their own unique way.
Notice to external Recruiters and Recruitment Agencies: TeleTech does not accept unsolicited headhunter and agency resumes. Headhunters and recruitment agencies may not submit resumes/CVs through this web site or directly to any employee. TeleTech, and any of our subsidiaries, will not pay fees to any third-party agency or company that does not have a signed agreement with TeleTech.