CX Workforce Planning Lead

Company: Whisker
Location: Auburn Hills
Posted on: May 3, 2024

Job 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 its 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 500+ passionate team members.Summary:The CX Workforce Planning Lead will evaluate call, email and chat traffic, team member time off, event scheduling and forecast interaction volume to drive staffing models, skill distribution, performance management and setting KPI metrics. They will work closely with the Quality Assurance and CX Leadership team to ensure compliance with company utilization standards on all contact channels while monitoring key performance metrics to improve service delivery.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.Develops and implements staffing models to ensure optimal resource allocationAnalyzes conversation arrival patterns and makes data-driven choices to enhance team schedules and improve service levelsEvaluates and reduces shrinkage factors that lead to lower agent and supervisor utilizationPartners with supervisors and managers to work directly with CX specialists to improve their occupancyWorks closely with CX Product Manager to configure CCaaS technology to maximize efficiency and effectiveness with self-service tools and volume mitigation strategiesHelps drive intraday resource allocation to balance resources among synchronous and asynchronous channelsQuantify hours worked by team and use budget guidelines to propose staffing changesPartner with BI to develop reporting cadences that provide clarity into performance, utilization, trends, and costAble to act as a backup for supervisors during periods of unexpected high-volume daysDevelops policies that impact workforce positively and works with operational staff to ensure communication and adherence of these policies and proceduresBuilds forecasting models based on known variables that will impact inbound volume as well as historical dataEscalates contact center interruption to appropriate work groups and management in a timely mannerApproves time off to ensure appropriate resource balancing during Holidays or other high-volume periods of commerceDocuments and builds processes and protocols for best practices within the confines of our contact center strategyMakes recommendations to expand hours of operation based on historical data and consumer insightsPerforms other duties as assignedWhat You'll Bring:BA/BS in Business, Data, Analytics and/or equivalent experience5+ years of WFM experience in a contact center environmentExperience working with contact center and workforce management technologiesStrong analytical skills with the ability to interpret data and make informed decisionsFamiliarity with call arrival patterns and scheduling optimizationExperience managing and configuring phone technology systems, preferably with Dixa or similar cloud-based CCaaS platformsExperience monitoring intraday performance to maximize efficiency; alerting managers when anomalies are observed and helping take corrective actionAbility to thrive in a fast-paced and dynamic startup environmentStrong knowledge of the Workforce Management field and corresponding best practicesStrong critical thinking skills with the ability to apply discretion and sound judgment to solve problems efficiently and effectivelyAbility to drive consistency in a hybrid and remote work environment for Whisker and BPO employeesAbility to drive results and balance management of organizational risk and meeting goals of the businessStrong leadership skills with ability to motivate team members and foster a positive team environment that gives way to collaboration and unified goalsOutstanding interpersonal and relationship building skills with the ability to effectively communicate with all levels of the company, clearly expressing ideas and concepts both written and verballyAbility to remain adaptable and resilient to all situations with an optimistic outlook and cast a positive shadow that is aligned with our culture and Core ValuesStrong understanding of Workforce Forecasting, Scheduling and UtilizationProficient in Google Docs and Sheets or similar softwareBenefits & 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 tomorrows pet productsplus a whole lot of extras. You will also be provided with:Premium Medical/Dental/Vision insuranceLife InsurancePTO14 Paid HolidaysPaid Parental Leave401K with 4% MatchFlexible Work ArrangementsTop of the line equipmentLife InsuranceSupplemental Pet InsuranceStatement 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. #onsite1by Jobble

Keywords: Whisker, Dearborn , CX Workforce Planning Lead, Other , Auburn Hills, Michigan