Operations Associate - Workforce Scheduling & Systems Admin

The Opportunity:

We’re looking for an experienced Workforce Scheduling and Systems Admin to manage our Assembled WFM tool. You will be responsible for the entire tool from set up to maintenance in an ever evolving environment. This role ensures our tool is set up and running accurately to optimize cost and enhance customer satisfaction. The admin will be responsible for scheduling intraday monitoring and implementing new policies for enhanced visibility into day-to-day activities.

By ensuring our schedules are built and improved upon this role will be instrumental in optimizing the efficiency and effectiveness of our support operations thereby facilitating both individual and team success in achieving daily performance objectives. The admin will be a close partner to the operations teams to ensure all levels of the organization have proper visibility to the tools they need to do their jobs most effectively.

You should have a strong understanding of project management principles (gantt charts RAPID/RACI frameworks communication frameworks etc.)

What You'll Be Doing:

• Create and manage schedules for internal FTEs and provide scheduling guidance to Business Process Outsourcing (BPO) resources

• Develop intraday reporting scorecards to enable same-day adjustments and intraweek visibility for staffing adjustments

• Develop agent scorecard for shrinkage schedule adherence and occupancy

• Manage agent roster queue groupings and data mappings for all production team members

• Proactively identify gaps risks or inefficiencies in workforce plans—and drive solutions cross-functionally

• Partner with Agents Leads and Managers to develop and implement standard WFM processes to ensure our team is best positioned to meet our customers when they need us

You'll Be a Good Fit if you are:

• 2-5 years of experience using the Assembled WFM software

• You have a strong understanding of customer support metrics and KPIs

• You understand how to develop schedule templates and automate scheduling procedures on a monthly basis

• You have owned or assisted with the launch of Assembled in a previous role; setup agent configuration queue configuration reporting etc.

• You are successful working independently and remotely and adapt well to changing priorities and customer needs

• Bonus points if you have experience with SQL or other data analytics tools

Employment Type: Full Time Exempt Base Compensation: The base compensation range for this position is  $90844 - $111000 annually.

This is a remote role with the expectation to travel 2–3 times per year (e.g. company and department offsites).

The base compensation for this role will vary depending on several factors including relevant experience qualifications and the candidate’s working location.