Workforce Management Specialist

Company: GLS-US
Location: Rancho Cordova
Posted on: January 15, 2022

Job Description:

Workforce Management (WFM) Specialist

Location: Rancho Cordova, CA
Department: Customer Service
Hiring Manager: Director, Customer Service
Employment: Full Time

About Our Company
GLS is a global leader in Parcel and Freight logistics. Join our rapidly growing US operations as part of the dynamic global GLS workforce challenging the parcel and LTL transportation industry status quo. We are transforming the market and building an organization positioned with strong employee retention and a team of industry veterans with true passion for what they do. Recent U.S. acquisitions combine European expertise with local Parcel, LTL, and Logistics services. GLS US brings a unique value proposition to market with faster ground time-in-transit, high accountability, and an empowered team delivering a personal touch to every interaction. Thousands of companies across all industries rely on GLS to deliver their critical parcels and freight every day. We're excited to be expanding our team with customer obsessed like-minded professionals ready to deliver!

Position Summary
The Workforce Management Specialist (WMS) reports directly to the Customer Service Manager. This position is critical to delivering the highest levels of customer experience within each customer interaction. The WMS has a broad role within the Customer Service organization for planning, monitoring and developing programs to advance call center efficiency.
Responsibilities & Duties
Work with TalkDesk phone software to manage call flow efficiencies
Work with Calabrio software to manage scheduling based on forecasted volumes, ensure representative schedule adherence
Manage real - time inbound call traffic to help ensure that service levels are met
Develop agent/leadership dashboards to monitor performance
Produce reports according to deadlines
Ensure sufficient time is planned to support the business needs through training, individual representative development, team meetings, etc.
Ensure the accuracy and timeliness of data by working: time-off, schedule change, and other request types
Develops strong working relationships with other groups within the organization to ensure efficient and effective problem solving and issue resolution
Analyze historical trends of contact distribution, AHT, contacts per hour, agent productivity, etc.
Perform on-going analysis including tracking and analyzing performance by individual and by team and reporting actual performance to standards; analyze performance trends and impact on goal achievements
Communicate with management to aid in resolutions to issues affecting Contact Center personnel relating to staffing or scheduling
Regular and predictable attendance is required
Performs other job related duties as assigned
Qualifications Needed:
Exceptional verbal and written professional communication skills
Advanced level of experience with Microsoft Excel
Excellent time management skills
Some college required
One (1) to three (3) years of related experience required
Proficient in TalkDesk and Calabrio applications
Superior demonstrated interpersonal skills to communicate effectively and motivate others.
Excellent skills in organization, prioritization, time management and handling multiple tasks
High level of commitment, initiative, vision and enthusiasm
Decision-making, problem resolution and creative thinking skills
Must be authorized to work in the United States

Benefits for Full-Time Employees
- - - - - - - -401K with employee matching
- - - - - - - -Healthcare benefits
- - - - - - - -PTO/Sick Leave

EEO Commitment:
GLS, a GLS Company, is an Equal Employment Opportunity (EEO) employer and is committed to a diverse workforce. We welcome all qualified applicants to apply to at GLS and we strive to select the best qualified applicant for each position in our organization. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion or other legally protected status, or any other classification protected by federal, state, or local law. GLS complies with all laws and regulations relating to employment discrimination, and are always committed to doing what's right.

Keywords: GLS-US, Rancho Cordova , Workforce Management Specialist, Executive , Rancho Cordova, California