Contact Center Workforce Planner

Location

US-VA-Chesapeake

Company

Canon Info Technology Services

Passionate about the details in Forecasting and Scheduling?

A Contact Center Workforce Planner is detail oriented and thrives in supporting our Contact Center Representatives. They provide core workforce management functions to include staff planning, forecasting, scheduling, analysis, and reporting. We trust and empower our Contact Center Workforce Planner to collaborate with Operations in ensuring adequate staffing plans meet performance guarantees.

We offer an array of benefits like extensive health care plans, company paid holidays, paid vacation and sick time, 401(k) with company match, tuition reimbursement, company store discounts, and more!

This position offers a hybrid remote workstyle. Hybrid employees work in the office two fixed days each work week and may work remotely up to three fixed days each work week. Hybrid employees are not required to work remotely and have the option to work in the office during office hours.

As a Contact Center Workforce Planner, you will:
- Analyze trends and variances for multiple forecast groups within our Contact Center
- Create weekly forecasts for contacts, handle time and off phone activities
- Maintain forecast models to enhance short-term and long-term accuracy
- Maintain Monthly volume updates and day-of-week distributions; Maintain Holiday and Historical patterns; Maintain Number of Calls Offered (NCO) and Average Handling Time (AHT) distributions
- Provide Weekly forecasts to the Supervisor and take attendance daily; Evaluate schedule distributions for needed adjustments
- Provide reports indicating long-term impacts to staffing, contacts and handle time; Partner with business operations to determine current and future staffing impacts
- Provide recommendations on Shift and Mini Bids, including timelines to ensure there are no gaps in coverage
- Coordinate short-term planning initiatives with the Supervisor; Communicate short-term staffing requirements to the line of business
- Report Actual results and comparisons to Management; Communicate trends and historical impacts
- Proactively analyze schedules, processes and volumes for abnormalities
- Measure success of forecasts and analysis; address/adjust as needed

- Associate Degree or post high school technical or specialized education
- At least 2 years of Workforce Planning and Scheduling experience
- Knowledgeable of MS Excel formulas to produce relevant forecasts
- Experience using Workforce Management systems such as Forecast PRO, Five 9, Verint, Aspect, IEX, etc. with the understanding of forecasting, scheduling and staffing requirements in a contact/call center environment
- An analytical self-starter with a high degree of accuracy who is able to work individually as well as in a group setting; Punctual, reliable, and flexible
- Comfortable with providing written and verbal communication to all levels of the line of business in a professional manner
- Reliable high-speed internet connection and a workspace free from noise and distractions
- For hybrid roles, candidates must live within 35 miles of a Canon ITS facility in Chesapeake, VA
- Occasional travel may be required

Canon Information Technology Services, Inc. - The environment at Canon ITS is energetic and diverse. Our team is comprised of a wide variety of people in positions that help our employees grow and develop their careers.

Statement of Policy on Equal Employment Opportunity

Canon is committed to providing equal employment and advancement opportunities to all qualified persons without regard to race, sex, marital status, sexual orientation or affectional preference, color, religion, national origin, age, disability, or veteran status, unless a bona fide occupational qualification exists. Our commitment is to assure full opportunity for all employees in order that they may achieve their highest potential and to assure progressive employment practices that conform to the letter and spirit of federal, state, and local laws regarding equal employment opportunities. Canon's policy is to:

Recruit, hire and promote for all job classifications without regard to race, color, religion, sex, age, sexual orientation, disability or national origin.

Base decisions on employment so as to further the principle of equal employment opportunity.

Ensure that promotion decisions are made in accordance with the principles of equal employment opportunity by imposing only valid requirements for promotional opportunities.

Ensure that all other personnel actions (such as compensation benefits, transfers, layoffs, company sponsored training, education, tuition assistance, social and recreation programs) will be administered without regard to race, color, religion, sex, age, sexual orientation, disability or national origin.

Workplace Accommodation Request - HR Accessibility - Reasonable Accommodation

Canon I.T.S. is committed to the employment and advancement of qualified disabled veterans and other individuals with disabilities. If you feel you require a reasonable accommodation to apply for a position with Canon I.T.S., please call our Toll-free TDD Support Line for the Hearing Impaired Monday - Saturday (excluding holidays) at 1-866-251-3752, Eastern time from within the US. For all other reasonable accommodation requests, please call 757-579-7127. You will be asked to provide information on the open position you are applying for online and the details on the reasonable accommodation you are requesting.

Pay Transparency Policy Statement

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

Canon ITS is a tobacco-free work environment.

Notice to Recruiting Firms/Agencies

Canon ITS typically recruits candidates directly, rather than through a third party recruiting firm or agency. Canon ITS will pay a recruiting fee only when a candidate is submitted for consideration to our company through our applicant tracking system, by direct invitation of Canon ITS, and if Canon ITS has a contract with the recruiter.

Canon is proud to be an equal opportunity employer. Minority/Female/Individuals with Disabilities/Protected Veterans. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status. To read more about employment discrimination protections under federal law, click here.

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