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Plated leverages technology to make eating & living better easier than ever before.
New York HQ    Posted: Monday, February 04, 2019
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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.

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