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As the Workforce Planning and Optimization Manager you will ensure operational readiness, responsiveness, and effectiveness across Best Buy Health’s Caring Center Operations. This individual will oversee a 24x7x365 team who supports the Center’s leadership by providing workforce re-assignment, resource allocation, and real-time Service Level awareness and load management. The manager will ensure the team provides consistent process delivery with data-driven timely decisions, ensure appropriate agent utilization to drive delivery of the customer experience, and will be responsible for leading the team’s day-to-day management of activities.
This role is Hybrid eligible, which means you would work virtually from home and from our Reno NV or San Antonio TX Contact Center.
What you’ll do
• Monitor and analyze historical call trends to develop and maintain comprehensive short- and long-term forecast/capacity plans to guarantee the availability of sufficient staff and to proactively recommend appropriate corrective action plans.
• Plan and organize workload, schedule and execute shift-bids to ensure adequate staff needed to meet service level objectives.
• Act as liaison with other operations teams and cross functional departments to efficiently manage the Centers infrastructure.
• Plan, draft and formalize templates for Care-centric communications; ensuring overall look and feel meet objectives with appropriate distribution methods deployed.
• Lead, direct and develop a team providing clearly defined expectations, assigning work/tasks appropriately and assuring progress toward goals/objectives is made.
Basic qualifications
• Minimum 5 years’ experience in workforce management principles and best practices
• Minimum 5 years' experience using workforce management software for forecasting, call routing, and staff optimization
• Minimum 3 years’ experience in people leadership.
• Advanced Excel experience, (ie,. building PivotTables, using complex formulas, creating charts and graphs).
Preferred qualifications
• 7 years’ experience in workforce management principles and best practices.
• 7 years’ experience using workforce management software for forecasting, call routing, and staff optimization, Genesys preferred.
• 3 years' of experience in a technical capacity in a high-volume contact center environment preferred.
• Strong data analysis skills with the ability to derive actionable insights from call center metrics.
• Knowledge and experience with process and project management methodologies.
• Experience in a management or supervisor role
• Expert Excel experience
• Advance knowledge of contact center metrics, key performance indicators (KPIs), and operational processes.
• Advance knowledge with telephony (ACD systems, call routing, interactive voice response, and reporting).
What’s in it for you
We’re committed to helping our people thrive at work and at home. We offer generous benefits that address your total well-being and provide support as you need it, especially key moments in your life.
Our benefits include:
• Physical and mental well-being support via Best Buy Health Wellness Program
• Comprehensive benefits including tuition reimbursement, caregiver support, and more
• Generous Best Buy employee discount
About us
Best Buy Health aims to enrich and save lives through technology and meaningful connections. Our strategy focuses on three main areas: consumer health products that help customers live healthier lives, device-based emergency response services for the active aging population, and virtual care offerings that help to connect patients and physicians.
As part of Best Buy Co. Inc., our culture is built on deeply supporting and valuing our amazing employees. We’re committed to being a great place to work, where you can unlock unique career possibilities. Above all, we aim to provide a place where you can bring your full, authentic self to work now and into the future. Tomorrow works here.™
Affirmative action
Best Buy Health is an Affirmative Action and Equal Opportunity Employer dedicated to creating an inclusive environment that values the diversity of our employees and does not discriminate against any employee or applicant. We are committed to equal employment opportunity for all applicants and employees, without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, gender identity, genetic information, or any other protected characteristic under applicable law. Learn more about our Affirmative Action Policy Statement HERE.
Reasonable Accommodation
Best Buy Health will make reasonable accommodations for employees and applicants for their religious beliefs and practices, mental or physical disabilities, and pregnancy, childbirth and related conditions. If you need a reasonable accommodation in the application process - to access job postings, to apply for a job, for a job interview, for pre-employment testing or with the onboarding process - please contact Talent Acquisition at talent.acquisition@bestbuy.com.
To learn more about, view the “Know Your Rights” poster and Pay Transparency Nondiscrimination Provision HERE.
Position Type: Full time
