Workforce Management Coordinator

HelloConnect

HelloConnect is a subsidiary of HelloFresh, founded to address years of challenges faced in its own customer care. Leveraging our extensive experience in developing customer care tailored to the immediate needs of HelloFresh, our solutions are hyper-focused on serving high-growth companies. Located in Manila, Philippines, we are now making this service available to other companies to benefit from our experience, scale, cost savings, and service level improvements.

HelloFresh

HelloFresh is a global leader in delivering delicious meal kits and grocery boxes straight to customers' doorsteps. We are dedicated to providing high-quality, convenient, and sustainable meal solutions that inspire people to cook and eat healthy at home. Our commitment to innovation and customer satisfaction drives our ongoing success.

Job Description:

• Forecasting and Schedule Management: Responsible for analyzing historical and current trends to accurately forecast staffing needs. This includes creating schedules that meet business requirements, managing time-off requests, and handling other scheduling-related tasks
• Roster Management and Seat Capacity: Monitors the movement of personnel in business units and ensures accuracy of roster and team assignments. Aligns staffing requirements to seat capacity of production areas.
• Performance Reporting: Generate and distribute reports (e.g. shrinkage and productivity reports) encompassing all other workforce-related data to leadership and members of operations according to the established reporting schedule.
• Profile and System Management: Ensures employees are correctly profiled in workforce management tools and assists in system/user administration.
• Information Utilization: Convert management-provided information on internal and external issues into real- time resource adjustments and actions. Adjust resource allocation and take action in real time based on management information about internal and external issues.
• Production Activity Coordination: Monitor all production and non-production activities during operating hours, ensuring efficiency and effectiveness while maintaining productivity and service level goals. Oversee and direct all activities outside of production, ensuring they are completed efficiently and effectively while upholding productivity targets and service level agreements.
• Workflow Documentation: Document and track workforce management workflow processes for accurate process management. Develop and implement comprehensive workforce management workflow processes, including detailed documentation and tracking mechanisms. This will ensure accurate process management and optimization, leading to improved efficiency and productivity within the workforce.
• Incident Escalation and Issue Mitigation: Promptly report technical issues and assist operations in basic trouble-shooting. Act proactively to reduce the impact of system outages, technical issues, or unexpected staffing issues
• Process Improvement and Project Management: Identify areas for process improvement and collaborate with leadership to effectively execute real-time projects and initiatives by providing strategic support, actionable insights, and data-driven recommendations. Additionally, work closely with cross-functional teams to identify opportunities, anticipate challenges, and develop innovative solutions that drive results and align with organizational goals.
• Training and Support: Manages the scheduling of training sessions for agent upskilling, encompassing the cross-training initiatives aligned to weekly and monthly staffing requirements of the regions.
• Stakeholder relations and communications: Serving as the first point of contact for inquiries and information for scheduling and WFM-related concerns within operations and HR, including building and maintaining working relationships with stakeholders and leadership.
• Policy adherence: Orients members to both local work policies and organizational standards, conveys updates and changes in a timely manner.
  
  
  

Role Requirements or Qualifications:

• Undergraduate degree or equivalent
• At least 1 year experience in Contact Center
• 3+ years of experience in scheduling
• 3+ years of experience supporting international businesses
• Working knowledge on WFM software like Genesys (preferred), Nice and Verint
• Intermediate to advanced proficiency with software programs (e.g Google Sheets, Excel)
• With work experience in both short and long-range forecasting (preferably)
• Is amenable to work onsite (if business requires)