Nice & Genesys tool experience required.
• Lead morning call performance review and upcoming outlook to maximize customer service responsiveness, preparation, and communications.
• Own the scheduling functionality of the Workforce Management system including all inputs and outputs to support operations.
• Review reporting and communications to ensure accuracy and clarity.
• Monitor and report on system scheduling functions, develop metrics to ensure system reliability and trust, determine corrective plans of action as required.
• Oversee real time response to events and incidents such as technical outages, application failures, unanticipated facilities closures (safety related) and escalates to appropriate internal and external teams when needed.
• Optimize and implement ongoing training and onboarding processes for staff members.
• Design, build and maintain, databases and/or spreadsheets tracking key service statistics.
• Operate as the subject matter expert on scheduling practices and functions within the organization.
• Partner with operations teams to ensure critical functionality operates effectively for restaurants.
• Operate the internal processes, scheduling templates, user profiles, rule sets, auto scheduler functions, to support efficient scheduling.
• Analyze and report on field scheduling metrics to provide holistic scheduling overview while supporting troubleshooting down to location level.
• Support training partners with subject matter expertise to ensure all training materials are current.
• Analyze and interpret staffing model results by isolating and analyze trends and assess business impacts.
• Meet with management to review staffing models and to make improvements on future forecasts.
• Communicate effectively with internal and external customers in accordance with the company's policies, procedures, guidelines, and common practices.