Workforce Planning & Scheduling Specialist

MOO set out to shake up the world of print back in 2006. And we've come a long way since. Today we're a 300 + strong team (we're thinking of getting matching jackets) who create print and digital products for companies of all sizes – from Google and AirBnB to the guy who makes those amazing prints you found at a craft fair.

Our global HQ is in London, UK, while we also have premises in Dagenham. In the US, you'll find us in Boston, MA, as well as Lincoln, RI and Denver, CO.

We're making new and exciting things – and we could really do with your help.

This is a unique opportunity to reimagine workforce planning.

While areas of this role will mirror most traditional workforce scheduling environments, the philosophy won't. The workforce specialist will create forecasts and schedules to optimize resources. Partnering with department leaders to make recommendations that balance the needs to the customer, but even more importantly the team. We believe happy agents equals happy customers.

This position can be 100% remote.

The Workforce specialist is responsible for handling all WFM tasks, including analyzing contact historical performance, generating and overseeing schedules.

Your primary responsibilities will include, but are not limited to:

• Administration of WFM system.
• Manage and do the scheduling process.
• Work closely with the management team to ensure workforce plans are meeting the needs of our staff and customers.
• Monitoring incoming contact volume and determining if the actual volume is coming in under or above forecast.
• Adjust representative skills real-time as queues develop.
• Process agent call outs and adjust skilling/scheduling as required.
• Forecasting and capacity planning.
• Contribute in a positive manner in the teams efforts to meet department metrics, goals and most importantly our MAKEIT values.
• Perform other duties and assignments as directed.

About You

• Related experience in workforce management operations in a call center or blended operations environment supporting scheduling, forecasting, or both.
• Proven leadership skills, working with diverse teams in an operational environment where effective supervision and coaching were demonstrated.
• Typically this experience is gained by having 2 or more years of people management experience.
• Analytical ability, judgment and decision making.
• Advanced excel skills in formulas, array formulas, circular references, table formatting, conditional formatting, advanced charting, and of course a few good pivot tables.
• Experience with Advanced Forecasting & Scheduling Techniques.
• Experience with WFM software, preferably Thymshift/Zendesk.
• Experience with Automatic Call Distribution (ACD) and routing systems.
• Great management, human relations and interpersonal skills to manage a group of people is not only a must
• How do I know if I will be successful in this role?

Success will be a person who loves numbers, is good at reviewing data but also is empathetic, understanding, and compassionate. Someone who recognizes and understands that numbers are important but not as much as the people who make up those numbers.

What's it like to work at MOO?

MOO's the kind of workplace where you can really be yourself. Dye your hair purple. Hit the sofa with your laptop. Whatever helps you feel comfortable and happy at work. We want to help you grow in your career and set you up for success – while also recognising the importance of a healthy work/life balance.

That's why we offer 23 days' PTO plus Federal holidays, a 401(k) match, MOO stock option program, paid parental leave and we'll cover 100% of your health, dental and vision care premiums. We'll also cover you with life insurance and long-term disability insurance, and we offer a wellness program too. Finally, we'll treat you to breakfast and fresh fruit every day, lunch on Fridays and all the ice cream you can eat (just watch for the brain freeze).

Diversity Statement

We are working hard to create a representative, inclusive and super-friendly team, because we know that different experiences, perspectives and backgrounds make for a better workplace. And that creates a better experience for our customers. MOO doesn't discriminate on the basis of race, color, religion or belief, gender, national origin, age, sexual orientation, marital status, disability, veteran status or any other protected class