Events  Classes  Deals  Spaces  Jobs  SXSW 
    Sign in  
 
 
Plated leverages technology to make eating & living better easier than ever before.
 
New York HQ    Posted: Monday, February 04, 2019
 
   
 
Apply To Job
 
 
 
JOB DETAILS
 

The WorkForce scheduling Analyst is an important contributor to the success of the Customer Experience operation owing largely to the intense focus on forecasting upcoming workload cycles & creating the most optimal schedules based on the forecast

What Youll be Doing:

  • Lead the implementation efforts of our call center workforce management system, Teleopti, & provide training to leadership & other teams as needed
  • Use workforce management forecasting tools to develop projected future call volumes in order to allocate resources in the most optimal manner
  • Partner with various teams to maintain budget accuracy & improve forecast capabilities
  • Ensure call center is appropriately staffed to meet service level expectations & schedules are published within acceptable time frames
  • Prepares & analyzes associate schedules to meet service level requirements in the most efficient manner possible
  • Analyze, monitor, & evaluate the function of the workforce by monitoring activities on a real-time basis
  • Monitor service levels & productivity & adjusts schedules as necessary in partnership with call center leadership
  • Share process improvement recommendations & actionable insights based on data in order to elevate both the customer & associate experience
  • Work closely with call center leadership to ensure long-term staffing needs are met, while also confirming short-term coverage is optimized
  • Monitor associate schedule adherence, productivity & give recommendations for improvement
  • Analyze trends & provide input on improving metrics including service levels, adherence, forecast vs actual variances
  • Update & maintain scheduling database with current information; & research, recommend, & implement call center technology & process improvements to reduce overall costs
  • Identify areas of opportunity & influence across levels & business units to increase operational efficiency
  • Provide subject matter expertise regarding data & systems
  • Generates reports as requested by management

What You Bring to the Table:

  • 2+ years of workforce management & planning experience, preferably in a call center environment
  • Bachelors degree preferred, or equivalent work experience
  • Experience using and/or implementing call center workforce management systems; Teleopti experience a strong plus
  • Knowledge & understanding of key call center performance metrics
  • Highly analytical with strong problem solving skills
  • Project management skills with the ability to both work independently & cross-functionally
  • Solutions oriented with the ability to interpret data, recommend solutions, & develop & implement a plan with follow-through
  • High attention to detail with strong data organization & database management skills
  • Proven communication & collaboration across all levels including associates, management, peers, & senior leadership
  • Excellent written, verbal, & interpersonal skills
  • Experience analyzing, interpreting, & summarizing data
  • Proficiency in MS Excel, & have a solid background in all G-Suite & MS Office products

Working at Plated:

Plated brings together exceptional food, unparalleled creativity, & innovative technology to redefine the dinner experience. Our team is solving big-picture problems in a collaborative, data-driven environment weve built togetherand were looking for the best people to join us.

Our benefits & perks (expanding all the time!):

  • The best part: a free weekly Plated box!
  • Flexible PTO with a "get your work done" policy that respects your time
  • Competitive compensation
  • Customizable medical, vision, & dental plans & a 401(k) plan
  • Annual education stipend for your career development
  • Newly renovated office in Chelsea, Manhattan with an open floor plan, beautiful demo kitchens, & adorable office dogs.
  • Daily breakfast, afternoon snacks, & Test Kitchen samples
  • Company events, cultural clubs, & food-related activities

Plated is an Equal Opportunity Employer.

 
 
 
Apply To Job
 
 
 
 
 
© 2019 GarysGuide      About   Terms   Press   Feedback