Senior Associate, Workforce Management

The Senior Associate, Workforce Management (WFM) Real Time and Scheduling is a newly created role that will be focused on intraday management across our Member Services teams while completing cost-effective scheduling for our hourly employees. In this role you will work with business managers and the Workforce Management team to analyze real-time trends in our operations activity, assess intake and requests for scheduling, and evaluate/report on performance trends to influence real-time and short-term decisions. As a Senior Associate, you will maintain schedules to meet service objectives and keep multiple system reports updated with accurate info. You will partner directly with our WFM Analysts to complete critical initiatives, provide input on decisions that impact our critical metrics (volume, handle time, occupancy rate, schedule adherence, absenteeism, etc.) and make recommendations to increase operational efficiency.

• Ensure accurate daily staffing levels on a short and long term basis to meet business needs and established metrics.

• Support and manage daily contact handling performance for all lines of business.

• Proactively supervise attendance and schedule adherence. Take action where needed (e.g., schedule updates, realignment of resources, advising applicable partners).

• Promptly alert business units of any potential performance impacting events as well as actions being taken to ensure service level targets are met.

• Process exception requests to ensure schedule and critical metric accuracy.

• Build and maintain shift schedules in Guild’s WFM system to ensure up to date and accurate information in our WFM tools.

• Run bidding processes (PTO, shift bids).

• Supervise and analyze workforce metrics. Use metrics and data to come to sound decisions promptly.

• Work closely with business unit leaders to identify and implement assistance strategies and support impacting staffing decisions.

• Demonstrate understanding of applicable business strategies, goals and processes as they relate to workforce management.

• Partner with members of the WFM team to determine the need for overtime and VTO in real-time.

• Perform analysis on new and existing data sets and provide recommendations to applicable team members.

• Conduct “what if” scenarios to assess volume, staffing, performance and cost impact to changes in the business

There are two open roles for this position, each with different schedule requirements in order to meet service hours for our employees and customers:

• Position 1 - Required to start no later than 6:30 AM MT. This will enable us to prepare for our service departments on daily forecasts, expectations, and make decisions in real time.

• Position 2 - Required to end no earlier than 6 PM MT. This will ensure we have real-time coverage until the end of business hours for our service departments, and have reports and schedule adjustments prepared before start of business hours the following day.

You are a strong fit for this role if you have:

• Shown strong analytical skills, with emphasis on real-time management and communicating with business partners.

• Experience in trend analysis and interpreting data to provide recommendations to drive key business decisions required.

• Highly responsive to internal and external customer requirements, with a high attention to detail

• Software Skills: Proficient knowledge of Microsoft Suite (Word, Excel, PowerPoint, Access, Project, Visio), Google applications (Gmail, Sheets, Drive).

• Experience with WFM tools like Calabrio, Verint, Alvaria, NICE, Amazon Web Services, Salesforce (SCV, Omni)

• Experience with Data and Visualization tools such as Looker and Tableau

• Excellent verbal and written communication skills and the ability to communicate effectively with a diverse group, executives, managers, vendors and customers.

• Ability to analyze sophisticated data situations, grasp the critical aspects and make timely decisions based on good judgment.

• Consistent exercise of independent judgment and discretion in matters of significance.

• Demonstrate an understanding of call routing processes and skilling (e.g., holiday hours, emergencies, multi-skilling work requirements, etc.)

• Ability to perform comfortably in a fast-paced work environment requiring the effective management of multiple priorities and attention to detail.

• Ability to be highly organized with an emphasis on accuracy and timeliness.

• Ability and willingness to learn new software, data tools and methodologies.

We feel passionately about equal pay for equal work, and transparency in compensation is one vehicle to achieve that. Total compensation for this role is market driven, including a base salary range of $70,000-$92,500, as well as company stock options.