senior specialist, workforce PlanningSynchrony

Role Summary/Purpose:Responsible for scheduling, real-time monitoring and reportorial requirements of Service Levels and backup leader for team and tasks management.Essential Responsibilities:Meeting client requirements and metrics like Service Levels, ASA, CCT, Schedule Adherence, etc. Reporting out Service Levels, CCT, Unscheduled Absenteeism, Forced Disconnects, etc. Responsible to generate reports required for portfolio performance and improvement. Responsible for Real-Time MonitoringResponsible for exception processing, tracking and reportingCreating schedules based on inputs from forecasting team. Utilize workforce management tools to create accurate, effective and efficient schedules for department staff to meet the forecasted demandsAssists in reporting out technical issues and concerns for escalation to client and stakeholdersProviding performance analysis to ensure accurate, timely reporting to support business processes, decision-making and effective management of the call center. Major duties include administering department workforce activities, personnel resources and productivity measurements with the goal of keeping staffing and service demands within departmental Service Level goalsEnsure the proper administration of workforce management tools and keep the system updated ensuring accurate results. FTE tracking updates for new hire and inactive employeesImplement scheduling and forecasting models to determine the correct levels of staffing needed for each operating interval. Produce staffing schedules, manage the vacation database, maintain daily exceptions and produce reports utilizing workforce forecasts and management tools. Monitor adherence to scheduling and forecasting models and make immediate adjustments to actual staffing levels based on projected business needsProduce high level/ad hoc reports and analysis as needed by the leadership team.Ensures all critical communications are relayed and coordinated in a timely and urgent manner from the workforce planning to the operations and leadership team local and global and vice versa.Manages team staffing and tasks endorsements to ensure ability of the team to deliver on important, urgent and/or scheduled tasksProvide needed assistance to OPAMs on team and portfolio/tasks managementQualifications/Requirements:
Minimum 1 year previous experience working in Customer Service/Fraud/Collections
Minimum 1 year experience working with Workforce Planning Operations
Demonstrated Workforce Planning Operations proficiency in supporting two or more portfolio's within WPO across multiple locations
Minimum 1 year advanced level experience using Avaya and Verint
Advanced skills with Microsoft Excel, PowerPoint, Office applications
Demonstrated proficiency as subject matter expert for site and WPO team in Verint and schedule efficiency analysis
Ability to work a flexible schedule
Not on active CAP
Desired Characteristics:
Bachelor's degree in Mathematics, Statistics, Industrial Engineering, Business Administration, Accountancy, Economics or a graduate of a four or five-year course in a related field
Knowledge of SAS / Tableau / PowerApps / Power Automate / Sharepoint / Nintex
Demonstrates knowledge of forecasting techniques and statistical analysis
Grade/Level: 07Job Family Group: Contact Center Operations
Synchrony

Manila City, Metro Manila Muntinlupa City, Metro Manila
Permanent
Full-time