Work Force Management Planning Specialist

Motorola

At Motorola Solutions, we’re guided by a shared purpose – helping people be their best in the moments that matter – and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We’re solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That’s mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We’re solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that’s critical to connect those in need with those who can help. The work we do here matters.

Department Overview

This position is part of the Customer Support organization. This team deals directly with our partners and customers and helps them with resolving their technical issues related to Motorola Solutions Inc (MSI) products. It is a rapidly growing team with tons of career opportunities. The team values transparency, open communication, collaboration and customer first mentality.

Job Description

This position will report to Operations Manager.  Workforce Management (WFM) Planning Specialist ensures the team members’ schedules are maintained on a daily basis and any coverage gaps are called out proactively.  As a WFM Planning Specialist, you will be accountable for the planning and efficient management of the Support team members who are expected to provide live support to our clients through different channels, phone, chats or other digital means.  The person in this role will act as the primary point of contact for workforce management policies and will be considered a Subject Matter Expert (SME) of workforce optimization steps.  Success in this role is defined by a strong team first mentality, a keen eye to identify issues and come up with creative solutions to enhance business continuity.  If you love to challenge yourself and want to be part of a fast paced challenging environment, this opportunity is for YOU!

About the Position 

What will you get to do

  • Ensure that team members’ schedules are accurate by owning a master schedule, maintaining daily adjustments to ensure proper staffing levels are maintained across different geographic locations.
  • Responsible for tracking all absences and daily communication with the Operations and functional managers for planned and unplanned absences.
  • Operate as the SME on scheduling practices and functions within the organization.
  • Prepare and present data for daily standup calls.  Attend various meetings and lead discussions on current staffing levels, opportunities and challenges.
  • Provide analysis and support to functional leaders regarding current schedules, master schedules, and recommendations on hiring.
  • Proactively identify short, medium, and long-term capacity challenges and propose solutions when resources do not match demand.
  • Identify scheduling issues and prepare solutions to meet customers’ needs.
  • Identify process improvements to enhance our service offering to our customers.
  • Build and maintain strong working relationships with teams across the organization.
  • Through data analysis, provide guidance on workforce strategies to enhance the overall team’s performance and productivity.

Education / Experience 

  • 3-4 years of relevant experience with a Bachelor’s Degree or Diploma/Certificate in any field is considered an asset -OR- 6-7 years of relevant experience, additional prior vocational education will be considered an asset.
  • Minimum of 1 year experience working with CRMs.
  • Prior contact center experience in a technical support environment is considered an asset.
  • Thorough understanding of Erlang Calculator is considered an asset.
  • Experience working in environments using the KCS Methodology is considered an asset.

Essential Skills

  • Strong problem solving, organizational and analytical skills with demonstrated ability to create win-win scenarios.
  • Well developed interpersonal communication (written and oral) skills with the ability to document and explain problems and solutions to the management team.
  • Ability to keep grace under pressure, multitask and prioritize based on business needs, provide timely updates and manage team’s expectations.
  • A self-starter who can work independently as well as collaborate effectively with team members with minimal supervision.  Agile, resourceful learner with strong attention to detail.
  • Demonstrates a continuous learning mindset.
  • Ability to thrive in a fast-paced environment.

Responsibilities may also include

  • Flexible working hours and shifts.

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