Global Workforce Management Specialist - Hospitality Customer Support

Oracle Orlando , FL 32801

Posted 2 months ago

Responsible for the delivery of Product Specifications Documents to supplier partner(s) or delivery of process specifications to meet business specifications.

May be done in partnership with business partner(s) or via guidance to business partner(s) for execution. Defines system specifications needed to roll out flexible business models. Responsible for understanding business objectives. Performs process or functional analysis to identify gaps compared to specifications, confers and/or drives issues with management for resolution, and ensures overall fulfillment of business specifications. Responsible for day-to-day engagement with business and/or process subject matter experts. Advises and consults with business teams prioritizing allocation of people resources, addressing project team problems ensuring that all team deliverables are met, and developing and presenting proposals of project plan and getting agreement from appropriate stakeholders. Understands and applies theories to policies and operating environment needed to effectively and efficiently complete assignments.

Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. 8 years relevant work experience. BS/BA preferred.

Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status or any other characteristic protected by law.

The Global WFM Specialist will be responsible for short, medium, and long term capacity plan and workload distribution for 20 Hospitality Customer support sites across the globe, in more than 20 languages and different product lines. The role provides analytical support for site managers, creatively developing workforce staffing solutions, and developing daily workforce scheduling solutions that meet/exceed business goals and objectives. The WFM Specialist partners with the Operations Management team to share responsibility for meeting service levels and key performance indicators objectives across all channels. Ensures effective and efficient utilization of resources.

The position is located in Orlando, Fl.

Responsibilities:

  • Manages the day-to-day activities of the Workforce Management Forecasting, Scheduling, Intra-day, and/or Change Management teams. Monitors the effectiveness and efficiency of the scheduling staff in aligning company-wide processes and procedures to achieve customer support key performance indicators.

  • Oversees the process and development of all contact center schedules and ensures that the call center is efficiently staffed to meet service metrics agreements. Monitors adherence to scheduling and service level parameters. Recommends adjustment as necessary.

  • Coordinates scheduling of different products/languages/sites considering minimizing under/overstaff, meeting utilization and occupancy levels. Acting as approval for training, changes in shifts, vacation, etc., based on service, quality, efficiency and customer experience.

  • Defines staffing solutions to match the capacity with workload at intraday level, considering the learning curve, vacations, training needs, attrition, subject to operational and financial objectives. Communicate the hiring needs accordingly to the time needed.

  • Analyzes trends and gathers input critical to accurate forecasting; provides analysis for forecasting and capacity planning. Compares actual results to forecasts on a daily, intra-daily, weekly, monthly, and annual basis to ensure appropriate staffing levels. Makes recommendations based on results for development/adjustment of staffing plans. With management direction, develops processes to aid in the analysis of new and existing programs to increase forecasting and staffing accuracy

  • Function as a liaison with other areas to resolve issues affecting contact center personnel relating to staffing or capacity (i.e. implementation of new initiatives, product launches, and/or changes affecting customer relationships.

  • Recognizes and recommends operational and support improvements to eliminate/reduce performance gaps.

Qualifications:

  • Minimum of 7 years of experience in global call center workforce management function

  • Bachelor degree. Masters degree preferred.

  • Strong mathematical/statistics, analytical, communication and organization skills

  • Analytical thinking, creative problem solving and decision making

  • Proficient using MS Word and Power Point. Advanced in Excel (Modeling, Algorithms and Macros)

  • Ability to adapt to change and implement quickly based on overall direction and needs of the company

  • Highly collaborative

  • Excellent written and oral communication skills.

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Global Workforce Management Specialist - Hospitality Customer Support

Oracle