TransUnion's Job Applicant Privacy Notice
**What We'll Bring**:
WFM Scheduler supporting Operations and Global WFM team for full Planning Cycle
**What You'll Bring**:
- 4+ years of experience working in WFM, Real Time or Scheduler position in a multi-channel call center
- Proficient in real time adherence management
- Experience in WFM tools, preferably Monet
- AWS platform preferred
- Familiarity with Workforce Management Platforms
- Experience to Erlang methodologies
- Expert skills in Excel (Formula, Pivot Tables, Lookup, Power Query)
- Demonstrated track record of working on projects related to continuous improvement and change management
- Experience in Data Analytics and in spreadsheet programs using formula functions to analyze data with an ability to build analysis from scratch making well-reasoned assumptions.
- Able to use sound judgment; work independently, with mínimal supervision.
- Flexibility with individual schedule based on business needs
- Advanced English skills.
**Impact You'll Make**:
The duties outlined below capture the majority of the work required. Additional responsibilities, of a similar nature to the requirements of the role may arise due to business needs and evolution: While the position is that of WFM Scheduler, there is scope within the role for: Realtime Management & Analytics, WFM Performance Analytics, Reporting, Presenting, Analysis, and similar.
Duties include:
- WFM systems management
- Maintain accurate call volume, average handle time, arrival patterns, staffing, requirement calculations, etc.
- Design patterns of change requirements to ensure consistent interval coverage and performance standard
- Effective forecasting techniques and where necessary, system adjustments to align forecast requirements
- Partner with long-term forecasters to ensure end-to-end planning and execution align
Scheduling
- Implement, monitor and track all aspects of the planning cycle to support Global WFM, Geo WFM and Operational Stakeholders with all WFM aspects
- Ensure effective schedules are designed, implemented and monitored that provide: Consistent interval performance. All channel methods are catered for
Ensure cross-skill and/or cross-channel scheduling is considered
- Maintain schedule integrity to promote business objectives being met
Analytics
- Review of daily performance providing recommendations to Operations and Geo WFM that align to overall strategic approach
- Previous week and previous month analytics
- Short-term planning analytics to ensure staffing requirements are met and provide recommendations as required based on staffing net effect
- Monitor performance controls and measurements for on-site activities
Realtime management aspects and oversight of site performance toward contractual SLA's
- Make recommendations to control costs and drive operational efficiency improvements
- Provide weekly IDP schedule data, analytics and callouts
- You also be required to perform additional, affiliated and reasonable duties, related to the role and the tasks described above.
**Working Hours**
- The role currently supports United States operations and requires coverage for:
Costa Rican Public Holidays that do not match United States Public Holidays. -Work required on local Public Holidays will be appropriately compensated and advised to you through the shift schedule ahead of time.
There may be scope to extend duties to other geographical locations at TransUnion's discretion, and with the appropriate arrangements and notice:
This means your shifts may extend beyond United States Operational Hours.
Should such an instance arise flexibility will be required across Day, Mixed and/or some Night (evening) shifts, while remaining within a 9 hour workday (inclusive of a one hour meal/ rest break)
- Regular weeks are 5 days a week: These days may fall over a weekend (Saturday/ Sunday) and will be scheduled in advance as per Shift Roster
Based on Operational Need; the Work Off days may not be consecutive
**Shift Work**:You are required to work shifts as TransUnion considers necessary to meet TransUnion's operational requirements.
Shifts will be rostered by you supervisor and your shift schedule will be shared in advance. Shifts may rotate monthly within the team. Adequate notice will be provided when changes are made. Shift hours and shift rostering is at the discretion of TransUnion and may be amended from time to time, with the requisite notice. The role requires flexibility in this regard
- Shift duration: Each day's shift is a 9hr shift with one hour for a meal/ rest break
Rest breaks are as per team schedule. In addition to the agreed working hours, you undertake to work longer periods, if required, in response to operational requirements and the specific requirements of your position. All attempts will be made to provide reasonable notice of required overtime.
- Conflict of Interest: At all times you undertake that TransUnion will be your primary career objecti