CX Workforce Management Specialist

Whisker
US - Michigan - Auburn Hills
January 8, 2025

Job Type

Full-time

Description

Whisker is the maker of Litter-Robot, Feeder-Robot, and Litterbox.com. At Whisker, we believe pet parenthood can always get better.

As leading innovators in pet tech and refined pet accessories, we work tirelessly to solve problems and deliver smarter insights for pet parents while enriching the lives of pets. Whether it's a self-cleaning litter box that automates scooping, an automatic feeder that helps pets develop healthier eating habits, or a modern cat tree that delights both humans and felines, we strive to deliver better solutions for consumers while transforming pet care along the way. To us, having a pet is the best thing ever. At Whisker, life together just keeps getting better.

Whisker is based in Auburn Hills, Michigan and Juneau, Wisconsin with 600+ passionate team members.

Summary:

The Workforce Management (WFM) Specialist is responsible for ensuring that the correct number of employees are scheduled at the right time to meet operational needs while maintaining a balance between employee engagement and productivity. This role involves real-time monitoring, scheduling shifts, and optimizing staff utilization to achieve performance objectives.

What You'll Do:

This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities as deemed necessary.

Monitoring and Reporting:

Monitors workforce performance metrics, such as call center queues, agent adherence and productivity.
Provides regular reports to management on staffing efficiency, absenteeism, and SLA's.
Uses data analytics to recommend improvements to processes and systems.

Scheduling and Optimization:

Adjusts schedules and staffing allocations based on real-time data to optimize resource utilization.
Creates and manages work schedules that align staffing levels with forecasted demand.
Recommends optimal time frames to perform offline activities (meetings, 1:1, etc).

Communication and Coordination:

Collaborates with supervisors and vendors to align workforce needs with operational objectives.
Communicates schedule changes, overtime needs, or adjustments to team members in a timely manner.

Technology and Systems Management:

Uses Workforce Management software to automate scheduling and reporting processes.
Manages and builds agent profiles, assignments and shifts in workforce management systems.
Will perform additional responsibilities when required.

What You'll Bring:

BA in business, human resources, or related field
1-3+ years Experience in workforce management or call center operations
Proven experience as a Real-time Analyst or Workforce Management Specialist
Proficiency in WFM software ( NICE, Calabrio, etc.) and Excel or google sheets
Ability to work in fast paced environment and adjust to business needs
Strong analytical and forecasting skills
Excellent organizational and multitasking abilities
Strong communication and interpersonal skills
Certifications in Workforce Management tools or methodologies (e.g., Certified Workforce Planning Professional)
Maintains confidentiality of proprietary information
Ability to maintain a professional atmosphere in a fast-paced environment with numerous interactions and interruptions
A high degree of initiative, self-motivation, and ability to motivate others
Ability to establish and maintain cooperative working relationships with Team Members and colleagues
Comfortable with office pets (dogs, cats)

Benefits & Purrks:
Join a tenacious, inventive company that empowers team members to chart their own path, lead by grounding decisions in the "why", and has a strong sense of empathy and openness to new perspectives. Be a part of exciting growth, work with incredible people, and create tomorrow's pet products-plus a whole lot of extras. You will also be provided with:

Premium Medical/Dental/Vision insurance
Paid parental leave
Whisker Parents Program
1 day "pawternity" leave for new pet adoption
Discount on Pet Insurance
401K match
Flexible spending accounts
Company-paid short-term disability and life insurance
Employee Assistance Program (EAP)
Generous paid time off
14 Paid Holidays
Top of the line equipment
Pet-friendly office
Whisker products and swag
Continuing education Support
On-site gym with Peloton
Referral program

Statement of Inclusivity:
We believe different perspectives make Whisker better and strive to create a place where everyone has equal opportunities to thrive.
Please ensure to regularly check your email spam folder for any communication from Whisker to avoid missing important updates regarding your application status.
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Read the full job description and apply online on the recuiter's web-site

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