Every day, Heartland, a Global Payments Company, makes it possible for millions of people to move money between buyers and sellers using our products and unmatched services. Simply, we create meaningful technology centered experiences that enable our customers to prosper. If you want to work like an entrepreneur, support and serve entrepreneurs and bring your expertise to a dynamic team, then Heartland is for you. If it's in your nature to work with a passion to provide tangible solutions for everyone you interact with, then join us and let's see what we can do together.

The position is responsible for managing service level situations by providing advanced, reliable, timelyand accurate information concerning customer contact flow, impacts and work-states. This includesdeveloping accurate, effective, and efficient forecasts and schedules to ensure resource optimization. Works closely with WFM Specialist(s) and leadership to determine customer needs and present proactive feedback on how to better align the business.

Scheduling and Forecasting

Develop short term forecast for FTE requirement per line of business to optimize the use of available resources. This includes identifying the schedules and shift patterns which meet operational requirements

• Providing solutions to ad-hoc requests to support the on-going review of shift patterns and recruitment.

• Responsible for all operational updates on a daily basis within the eWFM system & other related tools to ensure all factors are accurate and updated timely.

• Provide precise service level predictions and potential scenarios, to allow informed decision making for daily management of the call centers.

• Update and publish the schedule through the eWFM tools or other tools.

• Manage and schedule overtime, planned leaves, one-on-one, team meetings, training etc. and provide feedback on capacity and service level implications.

• Maintain and update forecasting file, actual and events log; and analyze the trends and variances to ensure accurate planning of all input variables and assumptions.

• Partner with support team leaders to understand the key drivers of volume and upcoming events to incorporate into planning.

• Create and Present weekly & monthly staffing & S/L projections to stakeholders

Analytics

• Perform pre- and post- analysis of agent and management unit scheduled activities.

• Document and communicate Scheduling/Forecast/Actual trends to stakeholders.

• Prepare, analyze, & present performance staffing analysis and forecast variance versus actual to customers and stakeholders.

• Not just providing data, but creating narratives to describe trends and potential scenarios to assist business lines with planning for the future.

Internal Process

• Participate in BCP (Business Continuity Program)

• Maintain and Update the following:

  • eWFM Databases

  • Other Strategic related files

• Create IEX/Verint Profiles for Contact Center Employees

• Submit & Track IT tickets for all eWFM systems

• Escalate and track all Contact Center and Global Operations issues, impacts and status updates.

• Check outage notifications

KNOWLEDGE

• Short and Long Term Forecasting knowledge of Call Center Roles including - Capacity Planning, Forecasting and Scheduling, Reporting and Real-Time Analysis / Monitoring.

• Thorough understanding of Call Center and Global Operations and how to drive operational efficiency.

SKILLS

• Ability to effectively adapt to change in a constant changing environment

• Strong analytical problem identification and problem solving skills

• Thorough knowledge of Avaya/Cisco and other telephony tools (Phone and Reporting)

• Advanced knowledge of scheduling and forecasting.

• Advanced Google suite (specifically Google sheets/Excel)

• Identifies non-value added activities and works with stakeholders to eliminate / minimize it.

• Effectively prioritize multiple demands.

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Heartland is an equal opportunity employer. Heartland, a Global Payments Company, provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.