Address
Form of workGeneral Purpose:
A Workforce Planning Specialist is responsible for forecasting workloads and providing staffing to meet those demands including recruit new employees to maximize staffing coverage.
Essential Duties/Responsibilities
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Regular and Reliable on-site attendance is required as an essential function of this position.
- Oversees all aspects of schedule requests, modifications and issues to maximize staff coverage and ensure demand is met.
- Must be able to work closely with the Communications Center management to coordinate multifaceted needs related to staffing.
- Performs risk management to minimize coverage risks and tracks attendance performance, specifically to analyze and report on the successful completion of short and long-term goals.
- Offers forecasting, scheduling, and real time coverage for inbound and off phone work in a multi-skilled contact center.
- Complies with HR rules/labor laws.
- Maintaining consistency in organizational structure and staffing for the Communications Center.
- Attends conferences and training as required to maintain proficiency.
- Review applications, identify qualified applicants, schedule interviews and track hiring process.
- Schedules internal and external training for new hires.
- Comfortable using a wide degree of creativity and latitude.
- Performs other duties as assigned.
Employees are held accountable for all duties of this job.
Job Qualifications
- Understanding and ability to effectively utilize software programs. Including but not limited to Microsoft Office Suite including Word, Excel, Outlook and PowerPoint, and Workforce Management software.
- Strong detail orientation, multi-tasking skills, and organizational skills enabling the individual to work at a fast pace.
- Self-motivated individual that works well with a team or individually as necessary.
- Displays excellent written and verbal communication skills.
- Strong planning ability, attention to detail, and the ability to work in a self-directed manner.
- Ability to problem solve, manage, analyze and assess processes with a view to improving them.
- Identifies, analyzes and solves complex issues quickly with logic and reasoning.
- Displays excellent written and verbal communication skills.
- Solid organizational skills including attention to detail and multitasking.
Education or Formal Training:
- High School Diploma or General Education Diploma (GED) equivalent required.
- Possession of, or ability to obtain, a valid Colorado Driver’s License is required.
Experience:
- Preferred minimum 1 year experience in workforce management and/or Excel experience.
- Preferred knowledge or proven experience in forecasting in contact center environment.
Working Conditions
Working Environment:
- This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. The noise level in the work environment is usually moderate.
Physical Activities:
These are representative of those which must be met to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to talk or hear. This is largely a sedentary role; however, some filing is required; it would require the ability to reach for and lift files, open filing cabinets and bend or stand on a stool as necessary. Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus. Employee may be required to lift, carry or move and position items weighing up to 25 pounds as necessary.
Note: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.
Starting Rate of Pay is from $22.00 to $27.00 per hour, depending on experience.
For an overview of our employee benefits please visit: Alpine Bank Careers Page
