Workforce Planner
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The Workforce Planner at LHH is ahighly organized and analytical function. This role is critical in optimizing our daily operations by providing real-time performance monitoring, insightful analysis, and efficient scheduling support to ensure seamless and effective team workflows.
Reporting Relationships:
- Reports directly to the Director, Candidate Experience
Direct Reports:
- No direct reports
Location:
- Remote, United States
Travel:
- Not required
Languages:
- English
In this role you can expect to
Key Accountabilities
- Track and report inbound performance throughout business hours, identifying and addressing performance trends as they occur. Monitor outbound performance in real time, including uploading outbound call lists to maintain smooth campaign execution.
- Analyze inbound campaign performance to identify gaps and inconsistencies, providing actionable insights to the team. Evaluate email handling metrics to support and enhance response quality and efficiency.
- Build and distribute team schedules, ensuring optimal resource coverage. Proactively manage absences and callouts, filling any gaps to maintain service levels and operational continuity.
- Collaboration and Communication: Coordinate closely with team leads and department managers to align scheduling and performance goals, communicating findings and adjustments as needed.
Key Performance Metrics
- Thorough and effective analysis of customer service interaction volume.
- Creation and execution of well-balanced schedules.
- Active collaboration and delivery of responsibilities.
- Demonstrates LHH core values: Evolving with Purpose; Learn Every Day; Reach High; Own It; Win Together; Make It Fun.
- Demonstrates role competencies: Purposeful Collaboration; Customer Centricity; Evaluating Information & Embracing New Technologies; Driving Results; Effective Communication; Strategic Thinking; Embracing Change & Ambiguity; Developing Others; Curiosity and Learning.
All About You
- At least 1 year in a professional, virtual contact center as a scheduler, team leader or supervisor.
- Must possess a personal computer, a headset, and have access to reliable internet for effective virtual engagement and communication.
- Expertise in Microsoft Office, Zoom, Zendesk, Jira, Salesforce Service Cloud, ServiceNow, or similar platforms.
- Experience managingcloud-based contact center phone systems such as Five9 is required.
- Strong understanding of common contact center metrics and concepts.
- A self-starter able to work autonomously across all organizational levels, adaptable to changing processes and priorities, and skilled at bringing order to ambiguous situations.
- Ability to work in a collaborative environment, ability to build rapport and comfort with driving accountability in peers.
- Two shifts will be offered:Must be able to work 8:00am-2:00pm ET or 2:00pm-8:00pm ET, Monday-Friday, with exception to major US holidays.
What we offer
- Growth opportunities within a human resources global leader
- We prioritize learning to stay agile in an increasingly competitive business environment
- We foster an open-minded environment where people spark new ideas and explore alternatives
- Comprehensive benefits package including health, dental, 401k
- $20.00 per hour
Placement within this range is determined based on geographic location, experience, and other compensatory factors.
About LHH
The world of work is ever-changing and unpredictable. Organizations are constantly fighting a battle to find and maintain their competitive advantage: their talent. To succeed, they can’t just rely on what works today, working tomorrow. They need to be ready for next.
LHH exists to help individuals, teams, and organizations find and prepare for what’s next. With integrated, end-to-end solutions that include Advisory, Professional Recruitment, Career Transition, and Learning & Talent Development, we are uniquely positioned to work together to make a positive impact on the future of every person we work with at every key career moment.
LHH is at the forefront of change to build a bigger, bolder workforce. Every day is a new day to prepare for, and we’re here to make sure the future works for everyone.
A division of the Adecco Group – the world’s leading HR solutions provider – LHH’s 8,000 colleagues and coaches work with 15,000 organizations in over 60 countries around the world. We successfully help close to 500,000 candidates to enhance their careers every year. Our local expertise, global infrastructure, and industry-leading technology allow us to manage the complexity of critical workforce initiatives and the challenges of transformation. It’s why most of the Fortune Global 500 companies choose to work with us.
This is LHH.
Ready for Next.
LHH is an Equal Opportunity Employer/Veterans/Disabled.
For additional information on our Diversity and Inclusion policy, please consult the following link: https://www.lhh.com/us/en/diversity-and-inclusion
Posting date: 11-15-2024
Get to Know Us
Bringing together the complementary strengths of our various brands, our team unites through a powerful mission – to match the right talent with the right opportunity. We create synergies that meet the Talent needs of our customers wherever they are in their journey delivered in a technology-enabled and human-driven experience. At LHH, you’ll be empowered to deliver on our purpose of future-proofing organizations and careers, enabling workforce transformation.
Diversity & Inclusion at LHH
We are committed to making the future work for everyone. As a people business focused on providing talent solutions and advisory services, we envision a world in which everyone has the chance to participate in the world of work. Our aim is to acknowledge and appreciate diverse perspectives, encouraging inclusive decision-making processes that value each colleague's contributions, skills, experience, and potential. We work actively to create the conditions that support a culture and work environment of belonging, trust, and participation. Our approach to diversity and inclusion is built around several pillars that underpin our work, including structural and conscious inclusion, leadership, and accountability.
Culture
We are a high-performing and diverse team of people from all over the world, working together to make the future work for everyone. Our culture is shaped by our people, who are the key to our success. It is our people that give us the ability to influence the changing world of work on a global level with solutions that are grounded in the understanding and experience of local contexts. Together we offer exciting career paths to candidates and bring the best talent to our clients. To make this possible, investing in our people, an open culture of communication, and individual opportunities for development are essential to us. There is a world of opportunity out there.
Learn more about LHH
We are the talent solutions business at the Adecco Group, an end-to-end solutions partner, addressing the skills and transformation needs of our customers to drive growth. Our mission is to match the right talent with the right opportunity. Bringing together the complementary strengths of our various brands, we create synergies that meet the needs of our customers wherever they are in their transformation journeys. As a member of the team, you’ll be empowered, inspired and energized to deliver on our purpose to future-proof organizations and careers by building the right capabilities and enabling workforce transformation. We reach high and strive for excellence because we know our work makes a difference.
Success profile
Are we the right fit for each other? Have a look at the traits we're looking for. (1 Beginner – 10 Expert)
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Evolve with purpose Being passionate about meaningful work and ready to change the world.10
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Win together Being able to build relationships through trust, transparency, and collaboration so that together we all succeed.8
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Own it Being empowered to make decisions and take accountability for the results.10
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Reach high Agile and adaptable - fast mover - ability to anticipate future client and candidates needs.9
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Make it fun Delivering our purpose, staying energized and inspired, while having fun with colleagues.8
Rewards
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Our Terms of Use, Cookie Policy and Privacy Policy explain how we collect and use information about you and the rights you have. By submitting your information you acknowledge you have read those documents and consent to receive communications and email job alerts from the Adecco Group.