Workforce Planning Agent

Camping World is seeking a Workforce Planning Coordinator for our growing team.

The Workforce Management Coordinator is responsible for intra-day management, historical analysis, department reporting, and payroll administration for the CEC contact center. Areas of focus include, forecasting procedures, administration of schedules, payroll administration, commission processing, daily and ad-hoc reporting. The WFM team is also required to accurately track and manage in-house call center schedule adherence, as well as monitor absenteeism levels and work with Operations and HR on attendance management initiatives.

What You'll Do:

Oversees daily operations of contact center, managing workforce planning and real-time monitoring of multiple skill groups, and administration of Payroll

Development and maintenance of processes ensuring the successful execution of the daily schedules and delivery of service level goals. Ensure workforce schedules are accurate, compliant and result in a fully optimized staff

Analyzes forecasted call volumes and current employee schedules. Develop schedules that effectively deliver staffing levels that consistently achieve service level commitments. Communicates and assigns schedules to ensure proper phone coverage. Determines appropriate allocation for vacation, personal, and other miscellaneous time based on analysis of current call volume trends

Maintains working knowledge of call volume trends to provide a balanced work force; works with WFM Analyst to ensure accurate call volume and staffing forecasts. Maintain Occupancy/Service Level goals by administering overtime

Responsible for developing plans to ensure standards are being met

Responsible for analysis of current and historical trends in determining staffing needs and adjustments

Creates schedules and maintain WFM software administration and communicates to Operations and contact center employees

Ensure that WFM team monitors real-time intra-day management processes within the center and implement mitigation strategies to achieve service level goals. Report or escalate key performance indicator risks to Sr. Management or other leadership

What You'll Need to Have for the Role:

BS/BA in business or related field preferred

1-2 Years call center in a Workforce Management role or capacity

Experience with Workforce Management Software and Call Center ACD Software required

Outbound/Predictive Dialer experience desired

Strong communication, problem solving, and analytic skills

Ability to drive change and influence individuals at all levels of the organization and to take appropriate risks

Knowledge of Human Resource policies and proceduresKnowledge experience with ADP/Kronos or other payroll software

Pay Range:$17.10-$20.66 Hourly

In addition to competitive pay, we offer Paid Time Off, 401(k), an Employee Assistance Program, Good Sam Roadside Assistance, discounts, paid parental leave (if eligibility is met), Tuition Reimbursement (if eligibility is met), and on the job training opportunities. Full-time associates are offered a comprehensive benefit package including medical, dental, vision and more! Part-time associates are offered access to dental & vision coverage! For more information please visit:

We are an equal employment opportunity employer. The Company's policy is not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender identity, religion, national origin, age (40 and over), disability, veteran or uniformed service-member status, genetic information, or any other basis protected by applicable federal, state, or local laws.

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