Workforce Management Specialist

About DAT

DATis an award-winning employer of choice and a next-generation SaaS technology company that has been at the leading edge of innovation in transportation supply chain logistics for 45 years. We continue to transform the industry year over year, by deploying a suite of software solutions to millions of customers every day - customers who depend on DAT for the most relevant data and most accurate insights to help them make smarter business decisions and run their companies more profitably. We operate the largest marketplace of its kind in North America, with 400 million freights posted in 2022, and a database of $150 billion of annual global shipment market transaction data. Our headquarters are in Denver, CO, with additional offices in Missouri, Oregon, and Bangalore, India. For additional information, see.

Application Deadline: 4/15/2024

The Opportunity

DAT is looking for a Workforce Management Specialist to join our Customer Support Team in Beaverton, OR or remotely.

The Customer Support Analyst supports the organization through workforce management, reporting, and other administrative duties. They will oversee call center productivity by assessing, analyzing, and reporting employee productivity and department performance. They determine the best way to utilize employees' productivity skills using workforce management techniques and theories. They will also track call center team member's time using daily, weekly, and monthly measurements and use workforce optimization software to improve efficiency and forecast staffing needs, taking contact volume and headcount requirements into consideration.

What You'll Do

Workforce Management

• Provide analysis and recommendations to improve staffing levels and efficiency while advising the Center leadership of observed trends.
• Maintain staffing and headcount records, and develop hiring plans for long- and short-range planning efforts across all workload streams (Inbound/Outbound/Chat/Email/Back-Office).
• Create/adjust forecast based on customer interactions, volume, and handle time
• Utilize forecasted data to create/adjust agent schedules using WFM software.
• Make staffing recommendations and decisions and create/assign appropriate shifts.
• Monitor real-time call volumes, agent work states and adherence. Manage intraday activity; in case of unexpected increase in volume or absenteeism. Adjust schedules, as needed, to meet the needs of the business
• Provide daily/weekly adherence adjustments and reporting
• Schedule off phone activities such as call coaching, staff meetings and training using your forecasted data to identify the best time of day/day of week.
• Works with members of the management and training teams to ensure meetings and trainings are scheduled, while maintaining acceptable service levels
• Study department work, time off, and absence records (shrinkage) for ongoing historical trend analysis and forecasting purposes.

Reporting

• Create custom reporting which aggregates input from multiple sources into intuitive output for productivity analysis and resource forecasting.
• Develops and maintains historical data (e.g. absenteeism, attrition, management investment, call volume, productivity, service level performance, and staffing adherence)
• Processes data and generates routine reports regarding support and agent metrics. Frequency will be daily, weekly and monthly
• Tracks and reports on daily calls, emails, response times and back office work
• Maintain attendance records for the department.
• Tracks and reports on day-to-day progress of support productivity and goals.
• Oversee support volumes in real time to ensure staff is focused and productive
• Design, develop and maintain various levels of reporting using Excel, Salesforce, Snowflake, Business Objects, and Tableau

Recruiting

• • Process new hire paperwork

The Skills and Experience You'll Bring

• A Bachelor's degree in business management, math, statistics, economics, or related field is preferred but not required; Equivalent training and experience may be substituted and considered
• 5+ years of call center experience. Knowledge of call center fundamentals
• 3+ years of experience in a workforce management role desired
• Intermediate experience with Microsoft Excel or Google Sheets utilizing formulas, v-Lookups, and pivot tables
• Knowledge of Excel, Salesforce, Snowflake, Business Objects, and Tableau a plus

Why DAT?

DAT is an award winning employer of choice.

For starters, we have a hybrid work environment, but we also know what makes a great workplace. We have a time-tested and resolute set of operating values predicated on integrity, mutual respect, open communication, and executing with excellence. These values inform our strategic vision as much as any one of our products does. We've been an employer of choice in the Portland metropolitan area for four decades, and within one year of opening our Denver office, DAT was #26 on Built In Colorado's 100 Best Places to Work In Colorado.

• Medical, Dental, Vision, Life, and AD&D insurance
• Parental Leave
• Up to 20 days of paid time off starting in year one
• An additional 10 holidays of paid time off per calendar year
• 401k matching (immediately vested)
• Employee Stock Purchase Plan
• Short- and Long-term disability sick leave
• Flexible Spending Accounts
• Health Savings Accounts
• Tuition Reimbursement Program
• Employee Assistance Program
• Additional programs - Employee Referral, Internal Recognition, and Wellness
• Free TriMet transit pass (Beaverton Office)
• Competitive salary and benefits package
• Work on impactful projects in a cutting-edge environment
• Collaborative and supportive team culture
• Opportunity to make a real difference in the trucking industry
• Employee Resource Groups

For Colorado-based candidates, in compliance with Colorado's Equal Pay for Equal Work Act, theminimum compensation for this role is $24/hour + benefits. The maximum compensation for this role can vary significantly depending on your job-related skills and experience. DAT considers factors such as scope and responsibilities of the position, candidate's work experience, education and training, core skills, internal equity, and market and business elements when extending an offer.

DAT embraces the value of a diverse workforce, and believes it is a core strength of our company that we encourage those values in every DAT employee, at every level of our organization, regardless of tenure or rank. We provide equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

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