Workforce Planning Specialist

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Job ID:
0512-34060
Job Category:
Customer Service/Client Service
Relevant Work Experience:
Analyst/Strategy-less than 2 yrs, Accounting and Finance-2-5 yrs, Financial Services-2-5 yrs
Current Licenses / Certifications:
None
Position Located In:
AZ - Phoenix, TX - Dallas, TX - Ft Worth, TX - Westlake
Education:
BA/BS
Job Type:
Full Time

Our Opportunity:

The Intraday Team is part of our Interaction Strategy & Support Organization (IS&S).  Our mission is to enhance the client experience and achieve service level goals through real time monitoring. We ensure a seamless phone experience and efficient call handling by analyzing trends, managing resources and mitigating the impact of events.

What you’ll do:

Members of this team are responsible for developing business agreements and actions to assist with intraday call volumes and staff management that leverage our bias towards action when both excess capacity and/or shortfalls are present.  Intraday plays the role of decision support, by bridging the gap between call center dynamics and numeric forecasts to practical realities of running the business.  This team will regularly interact as the primary point of contact as it relates to near-term staffing decisions for business leaders at various levels of management within and outside of the IS&S organization.

The job responsibilities will include, but are not limited to:

  • Monitoring our telephony network and phone team staff levels real-time
  • Managing and optimizing off phone activities through real-time and near term actions
  • Executing quick routing and quota table changes
  • Partnering with leadership to return representatives to the phones, rescheduling preplanned development efforts for a later time, or scheduling development efforts between various business leaders and our front line representatives to leverage periods of time where excess staffing is forecasted and/or occurring
  • Leveraging partnerships across multiple areas to implement according to plan, and to escalate or course-correct any deviations from the plan
  • Recognizing gaps and opportunities, framing the situation in clear language, and providing viable options with related implications in a timely and compelling manner 
  • Balancing consistency in our client service levels with the growth and development needs of our client facing representatives
  • Understanding call routing concepts and how they impact staffing realities, in addition to being able to clearly communicate deviations from our plans is a plus for this role. 
  • Ability to interpret staff requirements and leverage this data to take swift actions that close the gap between forecasted staffing needs and actual needs is pivotal to the role. 

Interested in this opportunity but have some questions: Join us for Schwab Talks Talent hosted by our Service & Support team on the 2nd Wednesday of the month. Click here to register for our next virtual event; we look forward to meeting you!

What you have:

The successful candidate must possess the following skills:

  • A strong understanding of call center dynamics and the major inputs of forecasting requirements and development in a skills-based routing environment
  • Previous contact center workforce management experience – with an understanding of call routing concepts and how they impact staffing requirements
  • Proven experience creating effective development strategies and then quickly executing upon them
  • Must be able to apply mathematical concepts and analysis to solve complex problems and develop workable solutions
  • Must have the ability to articulate analytical arguments, staffing impacts and development planning methodologies to senior level management
  • Advanced proficiency in Excel is required and some exposure to database management is preferred
  • Must have demonstrated the ability to work effectively as part of a team to solve complex organizational problems
  • Self-starter who can work independently and manage several projects simultaneously in a fast-paced environment
  • The Intraday Team supports a 24 hour a day, 7 days a week call center; therefore, we require someone who can adjust hours week by week as needed to help cover time off for team members across these hours

What you’ll get:

  • Everyday Wellness: Healthy Rewards, Onsite Fitness Classes, Healthy Choices, Wellness Champions
  • Financial Fitness: 401k Match, Employee Discounts, Personalized advice, Brokerage discounts
  • Work/Life Balance: Sabbatical, New Mothers returning to work Program, Tuition Reimbursement Programs, Time off to volunteer
  • Inclusion: Employee Resource Groups, Commitment to diversity, Strategic partnerships
  • Not just a job, but a career, with an opportunity to do the best work of your life

 


Learn more about Life@Schwab.


Charles Schwab & Co., Inc. is an equal opportunity and affirmative action employer committed to diversifying its workforce. It is Schwab's policy to provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender identity or expression, national origin, ancestry, age, disability, legally protected medical condition, genetic information, marital status, sexual orientation, protected veteran status, military status, citizenship status or any other status that is protected by law.


Job Specifications
Relocation Offered?: No
Work Schedule: Days
Languages: English - spoken
Current Licenses / Certifications: None
Relevant Work Experience: Analyst/Strategy-less than 2 yrs, Accounting and Finance-2-5 yrs, Financial Services-2-5 yrs
Position Located In: AZ - Phoenix, TX - Dallas, TX - Ft Worth, TX - Westlake
Education: BA/BS
Job Type: Full Time

 
Apply Now    

Brokerage Products: Not FDIC Insured • No Bank Guarantee • May Lose Value

Charles Schwab & Co., Inc. is an equal opportunity and affirmative action employer committed to diversifying its workforce. It is Schwab's policy to provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender identity or expression, national origin, ancestry, age, disability, legally protected medical condition, genetic information, marital status, sexual orientation, protected veteran status, military status, citizenship status or any other status that is protected by law. Schwab also does not discriminate against applicants or employees because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.

At Schwab, we believe that every employee, through their diverse abilities and experiences, can contribute to our growth, innovation and client loyalty. We embrace diversity and are committed to providing equal opportunity to all employees and applicants. If you have a disability, and require reasonable accommodations in the application process, call Human Resources at 800-725-3535. We will be happy to assist you. Schwab will only share your accommodation request with those individuals who have a specific need to know. The request for an accommodation will not affect Schwab’s hiring decisions. All other submissions should be performed online.

The Charles Schwab Corporation provides a full range of securities, brokerage, banking, money management, and financial advisory services through its operating subsidiaries. Its broker-dealer subsidiary, Charles Schwab & Co., Inc. (“Schwab”), Member SIPC , offers investment services and products, including Schwab brokerage accounts. Its banking subsidiary, Charles Schwab Bank (member FDIC and an Equal Housing Lender), provides deposit and lending services and products.