Workforce Management and Operations Lead
Best Buy

The Health Workforce Management and Operations Analyst position provides essential support to the Direct Sales and Retail Activation Team. This position assists with operational needs of the department by actively monitoring the queue and reporting on staffing efficiency and capacity in our call centers, accurately and consistently tracking data for reporting purposes, and preparing WFM reports on sales and call volume. This person is also responsible for managing some administrative tasks for the team, including scheduling meetings, trainings, and events, and facilitating the onboarding process for new hires remotely. The ideal candidate will possess the ability to operate effectively and follow through with meaningful deliverables in a fast-paced, competitive environment, and will be comfortable applying a hands-on and proactive approach to problem-solving.

This role is remote eligible, which means you would work from home or another US based non-Best Buy Heath location.

What you'll do

• Provides real-time monitoring via existing tools and workforce management techniques to drive workforce adherence
• Communicates agent call performance data to leadership, escalating discrepancies and issues to drive quick resolutions and maximize resource efficiency in support of KPIs, ABA, and business objectives
• Regularly audits and maintains integrity of workforce systems data including agent profiles, roster/directory information, and processing of requests
• Effectively manages team schedule by processing time off requests, call outs, shift-swap requests, monitoring attendance line and voicemail, and regularly auditing and reporting for accuracy and adherence trends to drive optimization
• Facilitates Team operations and logistics including ordering equipment, onboarding, training, managing INC tickets, User Acceptance Testing planning and execution, updating the DS Events tracker, and handling compliance requests

Basic qualifications

• 3 years of experience working in a metrics driven call center
• 3 years of experience in a Workforce Management or equivalent role
• 3 years demonstrated experience and proficiency working with Genesys Cloud and/or other WFM systems
• 3 years demonstrated experience and proficiency supporting team operations functions
• Intermediate level knowledge and experience with Microsoft Suite including Excel Word, Teams, PowerPoint, Visio, etc.

Preferred qualifications

• Bachelor's degree preferred
• Additional Workforce management or project management certification preferred
• Demonstrated experience in an administrative support role
• Experience with MS CRM Dynamics and/or other lead management systems
• Demonstrated mathematical skills
• Demonstrated experience effectively communicating with multiple stakeholders
• Experience working in a fast-paced environment, effectively prioritizing multiple tasks at once and applying problem solving and decision-making skills when faced with ambiguity
• San Antonio TX, Novi MI, and Reno NV, preferred locations

What's in it for you

We're committed to helping our people thrive at work and at home. We offer generous benefits that address your total well-being and provide support as you need it, especially key moments in your life.

Our benefits include:

• Competitive pay
• Generous employee discount
• Physical and mental well-being support

About us

Best Buy Health aims to enrich lives through technology and meaningful connections. We do that by focusing on consumer health products that help people live healthier lives, device-based emergency response services for the active aging population and virtual care offerings that help connect patients to physicians.

As an Affirmative Action employer, Best Buy Health is dedicated to creating an inclusive environment that values the diversity of its employees and does not discriminate against any employee or applicant. Best Buy Health is committed to equal employment opportunity for all applicants and employees, without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, gender identity, genetic information, or any other protected characteristic under applicable law. Learn more about our Affirmative Action Policy Statement HERE.

Reasonable Accommodation

Best Buy Health will make reasonable accommodations for employees and applicants for their religious beliefs and practices, mental or physical disabilities, and pregnancy, childbirth, and related conditions. If you need a reasonable accommodation in the application process; to access job postings, to apply for a job, for a job interview, for pre-employment testing, or with the onboarding process, please contact Talent Acquisition at talent.acquisition@bestbuy.com.
Learn more about: Online "Know Your Rights" Posting, Pay Transparency Nondiscrimination Provision and Employee Rights - Executive Order 13496 HERE.

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