Specialist - Workforce Management
hace 3 días
Naperville
Job Description Who We Are Oncourse Home Solutions (OHS) is a people-centric, $500M organization that is owned by private equity firm, Apax Partners operating under the brands American Water Resources, Pivotal Home Solutions and American Home Solutions. We do what is right for our people so they can do their best when serving our 1.8+ million customers across the U.S. Our mission is to create lasting value for our customers and our partners by helping homeowners navigate the unexpected, reduce costs, and make homeownership enjoyable for all. Our vision is to make our products and services accessible to our customers and our partners by becoming the most trusted and reliable home solutions organization in the market. We are committed to fostering an environment that embraces diversity in all forms, where our employees, customers and partners feel valued, respected, and supported. As a US-based warranty provider, we provide expertise in safety and homecare to our customers. Our integrated solutions meet customer needs both inside and outside the home. Inside the home we protect critical aspects of home function such as plumbing, heating and cooling, appliances, power surges, hot water heater, and interior electrical. Outside the home we provide protection for critical lines (water, gas, wells, sewers, electric and septic). We primarily go to market B2B2C, partnering mostly with water/gas/electric utilities and municipalities to offer our product leveraging their brand for marketing and often adding our subscription fee to the water/gas/electric bill itself. When our customers need help with home maintenance, repair, or coverage, OHS is there. This is what it means to be an ‘Oncourse SUPER’—Successful, United, Progressive, Empathetic, Reliable. SUPERs get it done. We sweat homeownership so our customers and partners don’t have to. As an equal opportunity employer, our employment decisions are based on business needs, job requirements and individual qualifications without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, ancestry, marital status, parental status, mental or physical disability, military or veteran status, or any other basis protected by federal, state, or local law. Oncourse Home Solutions is committed to recruiting and retaining talented applicants and to providing all employees with a workplace free from discrimination and/or harassment. Position Summary Reporting to the Manager, Workforce Optimization the Specialist, Workforce Management is a member of the Operations team and is responsible for real-time monitoring, creating, providing, and maintaining timely reporting on agent performance. This is done by monitoring, extracting, organizing, analyzing, all key Contact Center metrics including but not limited to: contact volumes, adherence, average handle times, agent conversion rates, and other workload / efficiency metrics. This role will act as a subject matter expert in providing information to the Workforce Manager by providing regular updates on the overall Contact Center’s performance. The ideal candidate is motivated, analytical, and has excellent organizational and problem-solving skills. The individual should be comfortable updating business leaders throughout the organization and assisting with ad-hoc workforce management requests. This role requires an individual who can work in a demanding and often dynamic environment, with strong attention to detail and exceptional organizational skills. The goal for this role is to ensure we have the right people, in the right place, at the right time. Located at our office in Naperville, our office environment is a key driver of our company culture and employee experience, so a regular in-office hybrid model (T-TH in office and M & F remote) is required. We're Excited if this is You! Experience and Qualifications of the Role: • 2+ years’ experience in a call center environment., • Preferred 1+ years’ working in workforce management team or similar responsibilities., • Strong analytical skills with the ability to utilize data effectively to identify potential. problems after they occur; analyze trends in volume patterns; optimize schedules., • Experience analyzing reports to create trend analysis and action plans to improve performance. Strong presentation & communication skills; able to present to both individual contributors and high-level leadership., • Excellent communication skills both written and verbal., • Proven track record in building WFM specific analysis and implementing actions that produce results and drive continuous improvement., • Familiarity with labor laws and regulations., • Proficient with phone system reporting and scheduling tools such as Verint or similar systems., • Ability to demonstrate and articulate understanding of key workforce management concepts as related to forecasting, capacity planning, scheduling, real-time monitoring, call routing and performance improvement., • Demonstrated ability to work independently, take initiative, solve problems, handle multiple tasks, and prioritize daily responsibilities. Computer Skills Needed to Perform the Job: • Bachelor’s degree or comparable and relevant work experience required. Certificates, Licenses, Registrations: • N/A We offer a compelling total rewards package that includes a competitive base salary and comprehensive benefits to support your total wellbeing. The base pay range for this position is $25.48 - $41.63 USD Hourly. The specific pay offered will depend on qualifications, experience, education and skill set. The compensation offered may also include an annual performance-based bonus, sales incentive plan or commission target. Our benefits include, but are not limited to, healthcare, life insurance, paid time off, retirement, commuter benefits, and education reimbursement. Exact compensation may vary based on skills, experience, and location. Join our SUPER Team and Enjoy Amazing Benefits! • Competitive Compensation: We value your hard work and are proud of our competitive pay for performance philosophy., • Comprehensive Health Coverage: Medical, dental, and vision insurance options, plus paid short-term and long-term disability coverage., • 401(k) Plan with 4% Company Match: Secure your future with our robust retirement plan., • Generous Paid Time Off: Take the time you need to recharge and relax., • Education Assistance Program: Invest in your growth and development with our support., • FSA/HSA Options: Flexible spending and health savings accounts to manage your transportation and dependent care expenses., • Employee Wellness: Access to EAP, health, legal, and financial resources to support your overall well-being., • Vibrant Company Culture: Monthly Townhalls, employee recognition programs, and Employee Business Resource Groups (EBRGs) to keep you engaged and connected. Competencies: Functional / Technical Skills- Has the functional and technical knowledge and skills to do the job at a high level of accomplishment. Command Skills- Relishes leading; takes unpopular stands if necessary; encourages direct and tough debate but isn't afraid to end it and move on; is looked to for direction in a crisis; faces adversity head on; energized by tough challenges. Problem Solving- Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn't stop at the first answers. Communicate Effectively- Is able to clearly and succinctly communicate verbally and in writing in a variety of settings and styles; can get messages across that have the desired effect. Strategic Agility- Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans. Creativity- Comes up with a lot of new and unique ideas; easily makes connections among previously unrelated notions; tends to be seen as original and value-added in brainstorming settings. Process Management- Good at figuring out the processes necessary to get things done; knows how to organize people and activities; understands how to separate and combine tasks into efficient work flow; knows what to measure and how to measure it; can see opportunities for synergy and integration where others can't; can simplify complex processes; gets more out of fewer resources. No external recruiter or agency calls/communication will be accepted. Qualified candidates should apply online.