Workforce Management Specialist

We understand that the world we want tomorrow starts with how we do business today, and that's why we're inspired to make A Better World for Pets. Antech is comprised of a diverse team of individuals who are committed to each other's growth and development. Our culture is centered on our guiding philosophy, The Five Principles: Quality, Responsibility, Mutuality, Efficiency and Freedom. Today Antech is driving the future of pet health as part of Mars Science & Diagnostics, a family-owned company focused on veterinary care.

Current Associates will need to apply through the internal career site. Please log into Workday and click on Menu or View All Apps, select the Jobs Hub app, then click the magnifying glass to Browse Jobs.

We understand that the world we want tomorrow starts with how we do business today, and that's why we're inspired to make A Better World for Pets. Antech is comprised of a diverse team of individuals who are committed to each other's growth and development. Our culture is centered on our guiding philosophy, The Five Principles: Quality, Responsibility, Mutuality, Efficiency and Freedom. Today Antech is driving the future of pet health as part of?Mars?Science & Diagnostics, a family-owned company focused on veterinary care.

If you are a current associate, you need to apply through our internal career site. Please log into Workday and click on the Career worklet on the landing page or search for Find Jobs.?

Must be located in or near Loveland, CO

Job Purpose/Overview

The Customer Support Workforce Management Specialist delivers on the Antech Customer Service Vision of unwavering commitment to empathetic and caring veterinary diagnostic support via the Support Enablement Team. The focus of this role is to generate forecasts and schedules while performing analytics on results of these data. This is a job that requires a strong aptitude in mathematics and the ability to break down complex analytics into understandable and relatable terms to a wide variety of people. Through data preparation, tracking, and analysis, this position provides guidance and direction on workforce strategies to enhance performance and productivity of the various teams and call-center associates in Customer Support.

Essential Duties and Responsibilities

• Maintain accurateforecasts, attendance overviews, and monitor schedule adherence

• Manage the implementation of new programs from a forecast, capacityplanning, and scheduling perspective

• Work with the leadership team for potential schedule changes and prepare capacity planning

• Prepare reports and predict impact of schedule changes on KPIs

• Analyze trends and gather input to accurate forecasting

• Recognize and recommend operational improvements including modifications to business hours and team structure

• Have a working understanding of all job functions of the various call center teams

• Responsible for interfacing with IT as needed to maintain the call center call monitoring technology

• Works closely with call center managers to make changes to improve the customer experience

• Create and maintain databases and spreadsheets for reporting quality opportunities

• Performs other duties as assigned.

Education and Experience

• Bachelor's Degree preferred, although equivalent experience within field will be considered.

• Minimum of 3 years call center experience as a trainer, manager/supervisory, project manager, analyst or knowledge writer is required

• Experience in the Veterinary Industry is preferred

• Prior leadership experience preferred

Knowledge, Skills and Abilities

• Ability to communicate a message to associates, peers and leadership that inspires action in support of customer needs. Verbal, written and virtual communication modes will be frequently used.

• Ability to effectively shift attention between various tasks, team needs, and business demands.

• Displays strong organizational, analytical, problem solving, and communication skills; strong active listening skills; high attention to detail, and ability to convey and teach technical information concisely.

• Ability to define problems, collect data, establish facts, and draw valid conclusions and make recommendations based on history/presentation provided via phone and email.

• Consistently displays a calm demeanor, empathy, and professionalism, while maintaining a strong customer focus.

• Ability to analyze and pull together patterns to identify areas for improvement

• Strong interpersonal, organizational, negotiation and problem-solving skills

• Excellent verbal and written communication skills

• Advanced Microsoft Excel skills required and experience with Salesforce CRM is preferred

• Demonstrates ease in use of as well as ability to quickly implement various computer and technological applications and learns new applications easily, including call center AI tools and call center technology platforms

Travel

Travel requirements could be up to 5% of the time with peaks and valleys throughout the year.

Working Conditions

The associate is regularly required to apply manual dexterity, including hand/wrist flexibility, for computer keyboarding. The associate frequently is required to sit for extended periods of time, stand, walk, and reach with hands and arms. The associate is frequently required to hear and speak in order to use the telephone, make presentations and communicate with people in an office or virtual environment. The associate is occasionally required to sit and stoop, bend, kneel, or crouch. The associate must occasionally lift and/or move up to 15 pounds.

The associate will primarily work in a typical office environment. The noise level in the work environment is usually moderate. The associate will be required to use a computer, spreadsheets, data base management, email, video conferencing and the Internet. The associate is frequently required to use a calculator; fax, copy machine, and phone system. The associate must occasionally use media equipment such as an overhead projector, PowerPoint, and Microsoft Teams. Environment where pets are present.

The Target Pay Range for this position is $43,900-$55,000 annually. At Mars, pay decisions are determined using factors such as relevant job-related skills, experience, education, training and budget.

Antech offers an industry competitive benefits package and continues to invest in and evolve benefits programs that meet the health, wellness and financial needs of our associates.

Full-time employees are eligible for the following benefits and more:

• Medical, Dental, Vision (multiple plans available)

• Basic Life (company paid) & Supplemental Life

• Short and Long Term Disability (company paid)

• Flexible Spending Accounts/Health Savings Accounts

• Paid Parental Leave

• 401(k) with company match

• Paid Time Off & Holidays

• Tuition/Continuing Education Reimbursement

• Life Assistance Program

• Pet Care Discounts

• Several other health and wellness benefits

We are a rapidly growing, stable company with excellent advancement opportunity. We offer a great benefits package and associate pet health benefits too! If you are passionate about animal healthcare, are motivated by making a difference we want to hear from you!

We are proud to be an Equal Opportunity Employer - Veterans / Disabled. For a complete EEO statement please see our career page at?Antech Careers (~~~/)

We are a rapidly growing, stable company with excellent advancement opportunity. We offer a great benefits package and associate pet health benefits too! If you are passionate about animal healthcare, are motivated by making a difference we want to hear from you!

We are proud to be an Equal Opportunity Employer - Veterans / Disabled. For a complete EEO statement please see our career page at Antech Careers (~~~/)