Workforce Specialist

Job Description

Job Description

Job Description, Responsibilities, Standards, and Qualifications
Job Description:
The Operations Workforce Specialist ensures round-the-clock staffing, for the Toll
Operations Center (TOC). Act as primary contacts for employees requiring scheduled and unscheduled time away from work. Be responsible for working with TOC staff to perform scheduling analysis along with working with Training and Quality Assurance to schedule TOC training for the staff. Develop and implement strategic workforce management plans to optimize staffing levels and resource allocation. Analyze historical data and trends to forecast staffing needs, ensuring optimal coverage. Collaborate with TOC management to understand business goals and align workforce strategies accordingly. Design and implement efficient scheduling processes to meet operational demands while considering employee preferences, compliance requirements and staffing environment. Monitor real-time data to make proactive adjustments to schedules and staffing levels to address immediate needs. Utilize workforce management tools to generate reports and analyze performance metrics, identifying areas for improvement. Reports to the Toll Operation Center Manager.

• Determine staffing requirements and ensure the appropriate allocation of resources to meet service level goals and key performance metrics.
• Manage scheduling of staff and real-time reallocation of staff across queues to ensure appropriate service levels. This includes but is not limited to lunch changes, weekends, Holidays, time-off, and shifting/dedicating staff across shifts to ensure appropriate roadway coverage.
• Produce short-term staffing forecasts.
• Ensure daily schedules are kept up to date and adjust schedules based on appropriate schedule adjustments and time off requests.
• Monitor, examine and adjust, on a real-time basis, staffing utilizing the current Workforce Management systems and tools. Provide optimal resource planning, scheduling and identifies new schedule methods, strategies and opportunities.
• Strategically optimize staff schedules (including breaks, weekends, holidays, training, lunch, etc.) for real-time coverage between skill levels to maximize staffing levels.
• Review the current processes of scheduling and staffing and uncover the potential opportunities for improved efficiency, which include schedule rotation, shift hours, and staffing of the staff.
• Make recommendations for overtime/voluntary time off.
• Monitor staff workloads on a real-time basis to identify situations where additional resources may be needed to maintain staffing levels, consult with TOC management to determine the best course of action to fill resource needs/maintain staffing levels.

2. Creates reporting for intra-day, daily, weekly, monthly, and executive level needs. Prepares reports of findings and analysis (Performed by all incumbents)

• Prepare daily, weekly, monthly, quarterly, annual, and ad-hoc accurate and complete reports of findings, correctly identifying trends and possible operational/scheduling changes needed.
• Collaborate with staff and management to determine what effects possible changes suggested by the data will have on staffing levels.
• Create easy to understand visual aids (i.e. charts, graphs) for inclusion in reports and presentations.
• Present reports of findings and recommend alternatives to managers or other appropriate staff, providing clear, concise rationale for selection of alternative(s).
• Prepare staffing data to support the annual TOC budget process.
• Track and trend analysis for absenteeism and schedule adherence.
• Use trends and historical data to formulate efficiency strategies for continuous scheduling improvement.

3. Collaborates with TOC leadership to address trends.
(Performed by all incumbents)

• Lead daily, weekly and or monthly check-ins with toll operations center management.
• Provide insights and recommendations to senior leadership for continuous improvement of workforce planning and efficiency.
• Provide regular and detailed analysis on TOC performance.
• Maintain call out line, regularly checking callout line, manually updating schedules and reporting callouts.
• Provide report of findings, interpret results and recommend changes or improvements.
• Conduct staffing schedule calibration with the leadership team for balanced staff scheduling.

4. Maintains knowledge of current trends and developments in the field by reading appropriate books, journals and other literature and attending related seminars, conferences and the like. Applies pertinent new knowledge to job (Performed by all incumbents)

• Attend internal and external educational programs and professional meetings as available for continuing professional education.
• Attend regular meetings of any available and applicable professional organizations.
• Read and evaluate professional literature on a continual basis, translate complex or technical information into a format that can be understood by others, and distributes as needed.
• Incorporate knowledge of pertinent new trends and developments into section policies and procedures and make recommendations for any related organizational changes.
• Demonstrate thorough knowledge of applicable rules and regulations by providing accurate information and technical assistance to unit personnel representatives, employees and managers.
• Maintain effective time management skills.

5. Performs other duties as assigned by Management.

• Completion of a Bachelor’s degree from an accredited college or university in business administration, or a related area and one (1) year of related experience OR three (3) years of experience in the area relevant to scheduling. Excellent communication and presentation (i.e., written and verbal) and the ability to liaise with all business levels.).
• Ability to work under pressure; assess, respond, and communicate issues in a timely manner. Accustomed to fast and changing needs.
• Strong customer service orientation, adept at problem solving, able to balance and prioritize multiple tasks, and excellent interpersonal skills. Ability to meet deadlines, work independently and in teams, and comfortable working in an evolving role. Proficient in Microsoft Office Suite including Excel & Access. Applicants must possess SRTA’s core values of Integrity, Collaboration, Innovation, Customer Focus, and Diversity.
• A Bachelor’s degree AND three (3) years of experience working in Workforce Management related position. Proven analytical skills. Ability to work remotely and onsite.
• Prior work experience in the public sector, including within the tolling and/or transportation industries.