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Workforce Management - Real Time Scheduling Specialist - Work From Home - Cedar Rapids, IA

Company: Nordstrom
Location: Cedar Rapids
Posted on: June 12, 2021

Job Description:

Job Description

Responsible for administering intraday workforce management processes in support of operations to achieving business service level objectives and maximizing efficiency and occupancy. Building trust across our inverted leadership pyramid, through strategic data deliver, reports and mitigation on intraday performance for upcoming forecasted events. 65% Tactical/ 45% Strategic

Schedule: This is a full-time position that requires the ability to work at least one weekend day per week and the ability to flex due to business needs.

A day in the life

* Execute on workforce management playbook and follow escalation processes as required. * Identify Root Causes for service and occupancy failures to take proactive mitigation measures based on data trends. Anectdotal data is not acceptable. * Execute, develop, and implement operational procedures to ensure consistent handling activities. * Monitor real-time adherence to schedules for call center associate schedules using Aspect eWFM. This includes outages, staff shortages, and unplanned events. * Conduct real-time monitoring of queues and skill sets, regardless of the location, and identifying intra-day trends. * Perform strategic mitigation based on analytics of demand variances and same day volume trending * Tactical monitoring and reporting on intraday service level to deliver a balanced customer experience. * Tactical monitoring and reporting on intraday occupancy to provide a balanced employee experience. * Partner with floor managers on any deviations from schedules including lates, leave early, absenses, etc. * Update associate data and schedules to reflect activity variances to ensure accurate view of capacity. * Field real-time request for offline events based on over/under position of tactical staffing. * Communicate effectively with internal and external customers in accordance with the company's policies, procedures, guidelines, and common practices. * Make recommendations and adjustments to ACD profiles and service level objectives if required to maximize contact delivery effectiveness * Attend/Lead weekly and daily staffing review meetings with operations management and other workforce disciplines. * Manage associate call-in line and WFM mailbox to update associate schedules. * Stay current on internal policies and procedures. * Partner with WFM Intraday level 2 analysts for strategic guidance and execution (when Applicable). * Proactively action, communicate, and collaborate with OU/site leaders SL condition management activities. * Provide day of impact analysis for outages, staffing shortages, and other unplanned events. * Effectively communicate with peers and those we support in the business to drive strategic vision, drive high quality and timely completion of work requests.

You own this if you

* 5+ years of solid call center experience or 2+ year workforce management experience (required) * 1 year's Experience working with one or more workforce management systems such as Aspect (Strongly desired), EWFM, IEX, or Blue Pumpkin (desired) * Previous experience with ACD reporting (desired) * Proficiency in MS Office, including Excel * The ability to plan, prioritize, organize and manage time effectively as well as meet deadlines in a high pressure fast paced, high pressure environment * Demonstrated flexibility to adapt quickly to departmental changes and conditions * The ability to interact effectively with all levels of our inverted pyramid * The ability to work in a team oriented environment * Great written and verbal communication skills * Self-motivation to learn and apply new information quickly, work independently, and take initiative

We've got you covered

Our employees are our most important asset and that's reflected in our benefits. Nordstrom is proud to offer a variety of benefits to support employees and their families, including:

* Medical/Vision, Dental, Retirement and Paid Time Away * Life Insurance and Disability * Merchandise Discount and EAP Resources

A few more important points...

The job posting highlights the most critical responsibilities and requirements of the job. It's not all-inclusive. There may be additional duties, responsibilities and qualifications for this job.

Nordstrom will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

Applicants with disabilities who require assistance or accommodation should contact the nearest Nordstrom location, which can be identified at www.nordstrom.com.

Nordstrom Careers Privacy Policy: https://careers.nordstrom.com/#/contact-us/privacy

2021 Nordstrom, Inc.

Current Nordstrom employees: To apply, log into Workday, click the Careers button and then click Find Jobs.

Keywords: Nordstrom, Cedar Rapids , Workforce Management - Real Time Scheduling Specialist - Work From Home - Cedar Rapids, IA, Other , Cedar Rapids, Iowa

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