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Workforce Planning Support Specialist l or ll

Company Name:
TSYS
Title: Workforce Planning Support Specialist l or ll Location: GA-McDonough
Summary
Compiles staffing level requirement forecasting and workplace scheduling in call-center environments. Prepares reports to determine call volume, calling patterns, service trends, and staff productivity. Tracks vacation schedules, shift change requests, and monitors new-hire, holiday, and seasonal shift needs. Updates and maintains scheduling database with current information.
Essential Functions
Begins to develop a base knowledge of workflow/workforce management by assisting higher level Workforce Planning Support Specialists (WPSS) with the monitoring of real-time call volumes, service levels, and off-call activity. Assists higher level WPSS(s) by gathering call data for analyses to determine call volume trends, service activity, or resource availability, to forecast required staffing levels and provide reporting to management .Acts as a point of contact for scheduling requests such as time off, shift trades, and intraday scheduling changes based on existing schedule requirements.
Knowledge, Skills and Abilities
Acquires and applies job skills and learns company policies and procedures to complete assigned routine tasks. Works on assignments that are routine to semi-routine in nature, requiring limited decision outside of stated processes, but recognizes the need for occasional deviation from accepted practice. Has little or no role in the decision-making. Normally receives detailed instructions and follows established procedures on all work, requires instructions on all assignments. Works under close supervision.
Education/Experience
This position is located in McDonough, GA
Level l - High School Diploma or Equivalent. Minimum 2 Years Relevant Experience. Previous work experience in call center, specifically in a role that was responsible for forecasting call volume and staffing requirements. Excel, Access, IEX Workforce Management System , Avaya Call Management System, Hyperion Budgeting Software experience preferred.
Level ll - High School Diploma or Equivalent. Minimum 4 Years Relevant Experience. Previous work experience in call center, specifically in a role that was responsible for forecasting call volume and staffing requirements. Excel, Access, IEX Workforce Management System , Avaya Call Management System, Hyperion Budgeting Software experience preferred .
Relationship Management Organization: Total System Services, Inc. Workforce Planning Support Specialist l or ll GA-McDonough 92217

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