About Us:

Stericycle is a U.S. based business-to-business services company and leading provider of compliance-based solutions that protects people and brands, promotes health and well-being, and safeguards the environment. Since our founding over 30 years ago, we have grown from a small start-up in medical waste management into a leader across a range of increasingly complex and highly regulated arenas, serving healthcare organizations and commercial businesses of every size. Every day, we help our customers solve complex challenges by safely managing materials that could otherwise spread disease, contaminate the environment, or compromise one’s identity.

Join us on our mission to protect health and well-being in a safe, responsible, and sustainable way.

Position Purpose:

Responsible for providing exceptional customer service by forecasting call volumes and staffing requirements to ensure resources are maximized across the organization. Conducts quantitative analysis to provide recommendations for developing workforce plans. Activities include forecasting, capacity planning, scheduling, and change management to ensure that KPIs are met. Serves as a key contact for managers, supervisors and senior management in regard to service level information and KPI reporting. Directs staff in the efficient real-time management of workload across the Call Center(s) by maximizing available resources (human and automated) in order to achieve satisfaction, productivity and economic goals. Serves as administrator for the WFM software and ensures optimized utilization of the WFM tools. In addition, supports the technology director in implementation and maintenance of Genesys phone and IWD technology.

Key Job Activities:

1. Manages overall forecasting and staffing processes and objectives to assure efficient, cost effective overall employee utilization. This includes analyzing historical data, projecting budgetary expenses, determining future costing, and providing oversight on existing and new hire class schedules. Creates, executes and oversee the generation and implementation of enterprise-wide employee schedules. Conducts analysis on anomalies within the business as well as future new products/services to determine impacts on the business and provide recommendations to minimize any negative impacts on the customer.

2. Analyzes call center staffing, metrics and performance to ensure proper staffing and scheduling commensurate with service level goals on an interval, daily, weekly and monthly level. Recognizes and interprets trends and changes in the business and communicates them to management. Provides process and operational improvement recommendations to management.  Runs quantitative scenarios for pilots and potential business changes and future products/services to determine impacts on the customer.  

3. Serves as database administrator of the Workforce Management software including policy and procedures, operating structure and information flow. Maintains documentation and workflows for IVR routing, telephony routing, and agent skilling providing efficiency changes as identified.  

4. Assists in the development and delivery of accurate, detailed, timely and user-friendly reports/dashboards for both managers and agents. Obtains a thorough knowledge of all data repositories to ensure dashboards are accurate and include the appropriate data to drive to desired results.  Partners with call center operations leadership team to ensure understanding of service level management objectives and improvement plans which may include delivery of call center management training and presentations.

5. Facilitates meetings with HR/Recruiting to establish hiring plans based on long-term forecasting. Oversees the administration of the call center's vacation allocation. Develops and maintains long-term scheduling process to ensure optimal utilization of call center resources including center-wide skills-based schedule creation, bids/changes.  

6. Selects, trains, and develops an effective and efficient staff, as required:

Makes every reasonable effort to select, train, and develop qualified, diverse workforce.

Establishes and communicates performance standards and objectives; conducts performance appraisals.

Monitors operations and staff and recommends, when necessary, changes in methods, procedures, structure, and additions or changes in personnel to secure optimum utilization of resources.

Counsels employees on educational and job opportunities, which will enhance their career development, and keeps staff informed of current problems, changes, and new developments in the department and company.

Administers all Company policies and procedures, communicates to staff, interprets, as necessary, and ensures compliance and safety.  

Monitors and ensures that employees are performing their functions safely and productively.  Makes recommendations for changes or improvement, when necessary, in order to prevent accident or injuries.  

7. Supports telephony infrastructure including Genesys IWD, IVR, Web and phone routing schemes. This position is will act as subject matter expert and liaison for IT on business requirements for delivery of all customer interaction channels. Helps design and implement complex systems to collect, maintain, and analyze customer behavioral data as well as operational data.  

Education:

Required Education: in Bachelors or Equivalent

Experience:

3 – 5 years’ experience

Benefits:

Stericycle currently offers its employees the option to participate in a full range of benefits, including a health care program which includes medical, dental, vision and prescription coverage, healthcare and dependent care flexible spending accounts, life and accidental death and dismemberment insurance, an employee assistance program, tuition reimbursement, paid vacation and sick time, a 401(k) plan, and an employee stock purchase plan. Participation in some programs requires that employees be regularly scheduled to work a minimum number of hours and/or to have fulfilled a waiting period after they begin employment with Stericycle.

Disclaimer:

The above description is meant to provide a summary of the nature and level of work being performed; it should not be construed as an exhaustive list of all responsibilities, duties and requirements of the job or person. This document does not create an employment contract, implied or otherwise. Stericycle will consider requests for workplace accommodations for protected physical or mental limitations in accordance with its human resources policies and local laws.To the extent permissible under local law, and consistent with business necessity, Stericycle reserves the right to modify the content formally or informally, either verbally or in writing, at any time with or without advance notice.