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Specialist, Workforce Management
4 years ago
Job Description
About Ubisoft:
Ubisoft is composed of over 16,000 talented people located in 5 continents across the globe. The company’s 40+ different creative studios work hand-in-hand each day to deliver rich and innovative gaming experiences that reflect the creativity and diversity of their teams. With an expansive global distribution network, Ubisoft is also a company that stays in close contact with its local fans.
Ubisoft Customer Relationship Center takes care of assisting gamers and is in-line with Ubisoft’s mission: “Player First”.
Job Summary:
The Workforce Management Specialist creates and maintains schedules for employees that balance the employees' needs with the needs of the business. This role tracks attendance and communicates any adherence issues to the employee's lead/supervisor. This position ensures the integrity of the data in the Workforce Management software, communicates any staffing issues, and recommends solutions to leadership.
Flexible shift Timings
JOB DUTIES AND RESPONSIBILITIES:
Core duties and responsibilities include the following. Other duties may be assigned.
- Create agent schedules to meet forecast demands using the Workforce Management software
- Review/implement schedule change requests
- Audit schedule changes made by Floor Activity team
- Determine new hire schedules based upon hiring wave requirements
- Audit the schedule for upcoming weeks and adjust coverage
- Track attendance and communicate adherence issues to agents' leads
- Resolve or report issues employees encounter with the Workforce Management software
- Attend and participate in biweekly worldwide Workforce Management meeting
- Assist with special projects as needed
QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION:
- High school diploma or general education degree (GED)
EXPERIENCE:
- 2 years customer support/contact center, or
- 4 years customer service/retail, or
- Other relevant industry experience