Contact Center Workforce Management, Planner

Title:

Contact Center Workforce Management, Planner

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 Planner will leverage workforce optimization software to deliver timely and accurate demand forecasts and plan for staffing needs in our 24/7 omnichannel (calls, chats, SMS, email) contact center. The Planner will analyze current and historical data to provide strategic insights, capacity planning, and efficient staffing models from which to build, maintain, and publish scheduling for employees. They will optimize occupancy while adhering to budget and will produce various reports to help maximize contact center efficiency. The Planner will also own both the annual headcount planning cycle accounting for seasonality, and short-term planning accounting for process changes and intra-day volume and non-customer facing activity fluctuations. They will ensure Service Levels are met and will provide root cause analysis for deviations in forecast and service level. The Planner will be involved in schedule creation to maximize flexibility, Employee Experience, and Customer Experience. They will collaborate across the broader Customer Care team to drive continuous improvement in planning, scheduling, real-time adherence, and center performance.

POSITION DESCRIPTION :

Develop and continually improve forecast and capacity planning models for the Customer Care team, consisting of inbound and outbound operations, anticipated to handle over 1.5M contacts annually, in an omni-channel contact center environment.

Analyze large amounts of data to produce daily, weekly, and monthly volume forecasts, determine staffing levels that optimize efficiency and service levels, and inform optimal scheduling decisions.

Identify trends in volumes by channel and customer patterns to make data-driven planning decisions ensuring Service Level objectives are met through peak and non-peak seasons.

Account for daily and seasonal fluctuations in contact volume, productivity, non-customer facing activity, and shrinkage to ensure staffing is adequate for delivering both exceptional Customer and Employee Experience.

Own both short and long-term volume and headcount planning requirements by function.

Determine root cause of forecast, capacity, scheduling, and performance deviations and help develop mitigation plans.

Assist with schedule creation, communication, and change requests.

Collaborate with the Customer Care Team to understand and plan for changes in process and policies that could impact forecasts and schedules.

Effectively and promptly communicate changes to model inputs and outputs to proactively identify risks and opportunities relevant to contact center operations.

Partner with Reporting Team to understand data and integrate impacts of Service Level, Average Handle Time, Contact Rate, First Contact Resolution, non-customer facing activity, Productivity, ASA, Shrinkage, Adherence etc. on capacity planning, forecasts, and scheduling.

Maximize NICE CX1 and other tools to effectively analyze, evaluate, and communicate forecasts, capacity plans, schedules, trends, and recommendations.

Other duties as assigned.

QUALIFICATIONS AND SKILLS REQUIREMENTS :

High School diploma or GED

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

Highly analytical, detail oriented, with strong organizational skills.

Ability to communicate effectively with written, verbal, and presentation skills and to use data and quantitative reporting to support message.

Experience with Microsoft Office Suite (Word, PowerPoint, Outlook), advanced skills in Excel.

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

Preferred

Experience leveraging NICE CX1 WFM software/applications highly preferred.

Batchelor’s Degree or equivalent experience

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!

INCLUSION AND DIVERSITY AT KBR

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.

HomeSafe is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity or expression, age, national origin, veteran status, genetic information, union status and/or beliefs, or any other characteristic protected by federal, state, or local law.

HomeSafe​ — Delivering Solutions, Changing the World.

HomeSafe has been established to be the premier household goods move management service provider for the U.S. Armed Forces, Department of Defense (DoD) civilians, and their families. Our 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 a 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.

We thank you for your service, and for the privilege of serving you in return.

A t HomeSafe, We Deliver.

Fraud Alert

Fraud has infiltrated the job placement market via the internet, email and direct phone contact. Attempts have included unauthorized use of HomeSafe’s name and logo to solicit potential job seekers or to extend false job offers. Bad actors may mix in fake job advertisements with legitimate postings. These ads can include contact instructions and require job seekers to send sensitive personal information or money to pay for visa applications, processing fees, etc., in exchange for consideration for a high-paying position.

HomeSafe will never ask for any sort of advance payment as part of the recruiting/hiring process. Candidate profiles are carefully managed to protect personal information.

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!