Remote Workforce Management Specialist

SET THE COURSE
The Remote Workforce Management Specialist is expected to produce accurate staffing to meet service level goals, provide management with strategic analysis, and is responsible for monitoring real-time and historical performance of Contact Center volume. This position owns the process of creating and managing schedules, including overtime requests and other duties associated with Guest Service agents.

BE THE ISLAND GUIDE
Deliver accurate forecasts used for peak and non-peak planning of guest services staffing. This includes recommending creative solutions to deliver a great guest experience.
Maintain agent profiles in the Workforce Management database to ensure optimum productivity and operational results.
Demonstrate ability to analyze data shared with appropriate business partners.
Generate, analyze, and release schedules on a weekly basis.
Monitor daily call and multi-media volumes, including call history and intraday trends and patterns.
Recommend real-time staffing level adjustments. This would include, but is not limited to: breaks, lunch, off-phone duties (training, meetings, huddles, coaching sessions, one-on-ones, ending shifts early, non-scheduled ATO, VTO) to maximize efficiency and occupancy.
Help maintain call prompts in IVR.
Coordinate shift bid process, including agent notification, shift bid meetings, and notification of the conclusion of the shift bid.
Monitor Guest Service queues throughout the day for agent state adherence—including agent early & late starts, breaks, and lunch.
Update all approved schedule changes.
TOOLS/SUPPLIES PROVIDED:
Two monitors with monitor stands
One laptop with power adapter
One keyboard
One mouse
One headset
One power strip
Ethernet cord
One camera
Wi-Fi adapter for PC

ESSENTIALS FOR LIFE IN PARADISE
Minimum three years of applicable forecasting and analyst experience.
Proficient in Microsoft Office tools—including Outlook, Word, Excel, PowerPoint.
Able to handle multiple projects in a fast-paced dynamic environment and meet critical deadlines.
Experience with and a solid understanding of WFM Contact Center tools and fundamentals. Preferred experience with Verint and NICE/inContact software.
Strong mathematical, analytical, communication, and organizational skills.
Strong written and verbal communication skills.
Good leadership skills with the ability to work under minimal supervision.
Reliable internet connection: Minimum of 50 Mbps (dedicated to employee) download speed.
Quiet, secured space free from distractions.
WFH (Work From Home) is not a suitable solution for the care of loved ones, friends, or animals.