Contact Center Workforce Management, Scheduler

Title:

Contact Center Workforce Management, Scheduler

HomeSafe Alliance is the single global household goods movement manager of over 300,000 Military Household Goods moves per year for USTRANSCOM and the U. S. Armed Forces, Department of Defense civilians, U. S. Coast Guard, and their families.

When you become part of our team at HomeSafe Alliance, your opportunities are endless. Through internal collaboration, and with our partners and customers, we're defining tomorrow's challenges, then providing the innovative solutions to overcome those challenges, always maintaining our commitment to Zero Harm and Sustainability Platform.

Working at HomeSafe Alliance means being rewarded for your contributions. In addition to competitive benefits and professional development, our people are empowered to use all their potential, creating meaningful change for themselves and our clients. We attract the best minds in the world because our expertise thrives on creativity, resourcefulness and collaboration. That is how we supply our clients with cutting-edge solutions.

As the needs of the world change, we're ready to respond and guide the way forward with strategic, sustainable, and technological advancements grounded in more than a century of practical application and execution.

The HomeSafe team is dedicated to providing fast, easy, and efficient relocation experiences. More than 300,000 military and government households are relocated every year. Coordinating these transfers is a massive undertaking-and we're proud to say that HomeSafe is positioned to improve the customers' moving experience. As the GHC prime contractor and household goods moving service integrator, we provide earlier visibility into upcoming moves and greater network throughput capacity-ensuring household goods shipments are picked up and delivered on time. With cutting-edge technology and proven logistics expertise, we're transforming the moving process by continuously evaluating, refining, and improving our tools and techniques. We're dedicated to making sure that every move is better than the last.

About the Role

The vision for Customer Care is to transform the military move experience as a centralized support resource; delivering timely and trusted information and advice, peace of mind, and exceptional service to customers and business partners, until all belongings are home safe .

The Workforce Management Scheduler will leverage workforce optimization software and capacity models to build, maintain, and publish optimized schedules for employees (Specialists and Move Counselors) in our 24/7 omnichannel Customer Care Center. The Scheduler will integrate all non-customer facing activity to ensure Service Levels are met in every channel and in every interval. The Scheduler will provide creative solutions to maximize schedule flexibility, Employee Experience, and Customer Experience. They will also monitor and problem-solve for scheduling gaps in real time arising from attendance, customer demand, and unforeseen circumstances. Working in partnership with the Workforce Management and Customer Experience teams, they will provide insights and recommendations for improvements to optimize overall center performance.

POSITION DESCRIPTION :

• Build, maintain, and publish employee schedules for the Customer Care team, consisting of inbound and outbound operations, anticipated to handle over 1. 5M contacts annually, in a 24/7 omni-channel contact center environment.

• Create scheduling solutions that match forecast and capacity models to optimize operational efficiency while meeting service level agreements through daily volume fluctuations and peak and non-peak volume seasons.

• Communicate schedules and schedule changes clearly, accurately, and timely to employees and leadership.

• Maximize schedule flexibility and options for employees to create the best Employee Experience possible while balancing customer and budget needs.

• Manage scheduling of PTO, breaks, lunches, meetings, training, and other non-customer-facing activity to ensure Service Levels are met.

• Manage schedule trades, swaps, slides, overtime.

• Comply with applicable labor laws and regulations.

• Assist with monitoring of adherence and performance real-time, identifying opportunities to employees and leaders and making proactive adjustments.

• Assist call center leaders with attendance-related issues.

• Seek feedback from and partner with WFM and Customer Experience teams to identify opportunities to enhance Employee and Customer Experience.

• Other duties as assigned

QUALIFICATIONS AND SKILLS REQUIREMENTS :

• High School diploma or GED

• 3 years of scheduling, analytical, workforce management, or leadership experience in a contact center environment.

• Highly analytical, detail oriented, and creative with strong organizational skills.

• Ability to communicate effectively with strong written, verbal, and presentation skills.

• Experience with Microsoft Office Suite (Word, PowerPoint, Excel, Outlook).

• Must be a U. S. citizen due to contractual requirements.

Preferred

• Bachelor's Degree or equivalent experience

• Experience leveraging NICE CXOne WFM software/applications

• Military experience and/or immediate family member of a military member while on active duty.

Note : This position is fully remote / work from home. HomeSafe will supply appropriate equipment, employee provided high speed internet is required.

Inclusion and Diversity at HomeSafe Alliance:

At HomeSafe, we are passionate about our people, sustainability, and our Zero Harm culture. These inform all that we do and are at the heart of our commitment to, and ongoing journey toward being a more inclusive and diverse company. That commitment is central to our team of team's philosophy and fosters an environment of real collaboration across cultures and locations. Our individual differences and perspectives bring enhanced value to our teams and help us develop solutions for the most challenging problems. We understand that by embracing those differences and working together, we are more innovative, more resilient, and safer.

Benefits:

• Medical, Dental and Vision Insurance.

• Paid time off (PTO) Three weeks of PTO for newly hired employees

• 401(k)

• Health and Wellness Programs

• Disability, Life and AD&D insurance

• Employee Support program

• Family Support: Bright Horizons, child and elder care services

• Teladoc Medical Experts, second opinion program

• Travel Accident & Medical

• TRICARE Supplement Plan

• Voluntary Benefit Plans

• And more!

At HomeSafe, we are passionate about our people, sustainability, and our Zero Harm culture.

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