WFM - SPECIALIST II

What We'll Bring:

At TransUnion, we have a welcoming and energetic environment that encourages collaboration and innovation. This environment gives our people the opportunity to hone current skills and build new capabilities, while discovering their genius.
The Workforce Management Analyst will have daily interaction with vendor Workforce management contacts as well as oversight of vendor performance toward service levels expectations. As a Workforce Analyst, you will be responsible to work directly with Workforce management team to review forecast is broken down for all channels for the team to create daily and weekly schedules. You will be responsible to monitor Intraday performance and ensure the leadership team has an accurate assessment of staffing requirements. This role reports to Workforce Management Consultant.
Come be a part of our team – you’ll work with great people, pioneering products and cutting-edge technology.

What You'll Bring:

• Working Hours

• The role currently supports United States operational hours
  • You will be required to work local Public Holidays that do not match United States Public Holidays
• There may be scope to extend to other geographical locations as per TransUnions discretion
  • This means your shifts may extend beyond the United States Operational Hours
  • Should such an instance arise: you endeavor to be available for contract amendments between: Day, Mixed and/or Night
  • Such contractual changes may be necessary even while supporting United States operational hours
• You are required to work 5 days a week
  • This includes weekends as per Shift Roster
  • Based on Operational Need; the Work Off days may not be consecutive

•  

  Conflict of Interest

• At all times you undertake that TransUnion will be your primary career objective
  • Should any other commitment influence your ability to provide primary performance, you are to:
    • Disclose such commitment at interview stage
    • Disclose such commitment during employment should it arise after you have appointed
• Shift Work
  • You are required to work shifts as TransUnion considers necessary to meet TransUnion’s operational requirements and you agree to do so
  • Shifts will be rostered by you supervisor and your shift schedule will be shared
  • Shifts may rotate monthly within the team
  • Shift hours and shift rostering is at the discretion of TransUnion and may be amended from time to time
  • You agree to be flexible in this regard
• Shift duration
  • Each day’s shift is a 9hr shift with one hour for lunch
  • Lunches are as per team schedule
• In addition to the agreed working hours, you undertake to work longer periods in response to operational requirements and the specific requirements of your position

Impact You'll Make:

Duties

Your duties outline below are not all inclusive. Additional responsibilities may arise as the business requires and/or evolves:

 

• You undertake to perform any duty required of you
• You undertake to perform any duty asked of you
• While the position is that of WFM Scheduler, there is scope within the role for: Realtime Management & Analytics, WFM Performance Analytics, Reporting, Presenting, Analysis, etc…
• Duties include however not limited to:
  • 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
    • Ability to plan for all channel methods: inbound, outbound, admin, email, chat, walk-in, etc…
    • Ensure effective schedules are designed, implemented and monitored that provide:
      • Consistent interval performance
      • All lines of business are catered for
      • 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

 

This is a remote position which may require occasional in-person attendance at work-related events at the discretion of management.

TransUnion Job Title

Specialist II, Consumer Operations Support