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Member Support Workforce Management Scheduler

Company: Disability Solutions
Location: Plano
Posted on: April 3, 2024

Job Description:

ABOUT THE ROLE Peloton is looking for a highly organized and detail-oriented individual to join our team as a Workforce Management Scheduler as a part of the Global Member Support (GMS) Planning team located in Plano, TX reporting to the Sr. Manager of Workforce Management. Peloton is a fast-paced, innovative, and metric-driven company with a team passionate about delighting our members. Within the Global Member Support organization, we are maniacal about ensuring a delightful member experience and optimizing our cost structure.You will be responsible for creating and maintaining the schedule for our internal contact center and oversee scheduling at our outsourcing partners to meet the needs of the business and our members. You will be the primary point of contact for scheduling questions and related inquiries, and will partner with our Real Time Analysts to track and report on scheduling performance and adherence.The ideal candidate for this role has excellent organizational and communication skills, is able to work independently in a fast-paced environment, and has experience in workforce management and scheduling. You must be able to prioritize and multi-task, as well as have the ability to work with a diverse team across multiple partners and locations. YOUR DAILY IMPACT AT PELOTON

  • Responsible for all internal Peloton scheduling issues
  • Design and build schedules that meet business needs based on forecasts and metrics
  • Work with Operations to pre schedule recurring events (1:1s, coaching, team meetings, side-by-sides)
  • Partner with Training and People to pre-schedule upcoming training events and track completion
  • Primary point of contact for scheduling questions and related inquiries, and will be responsible for tracking and reporting on scheduling performance and adherence
  • Maintain PTO allotments in Genesys and update as needed to account for holidays, Special Events, etc.
  • Weekly meetings with Operations and BPOs to provide upcoming weekly IDP plans (daily HC vs required at interval level, expected intervals of opportunities, pre-identified days where OT or VTO may be needed)
  • Onboard new MSAs into the system/ensure they are configured appropriately
  • Analyze data to identify trends and opportunities for improvement\ YOU BRING TO PELOTON
    • 3 years of contact center experience in a Workforce Management function, such as RTA, scheduling, analyst, or reporting
    • Comfortable with WFM KPIs and metrics and what drives them in a contact center (occupancy vs. utilization, shrink, SLA, AHT, arrival pattern, Erlang, etc.)
    • Ability to prioritize workload, meet deadlines, and perform multiple tasks with attention to detail
    • Extensive experience creating Microsoft Excel or Google Sheets reports and templates
    • Strong organizational skills and good analytical skills
    • Organized with the ability to quickly and effectively adapt to change
    • Experience with WFM and CRM platforms, bonus points for Genesys and Salesforce
    • Schedule flexibility may be required #LI-EN1 ABOUT PELOTON: Peloton (NASDAQ: PTON), provides Members with expert instruction, and world class content to create impactful and entertaining workout experiences for anyone, anywhere and at any stage in their fitness journey. At home, outdoors, traveling, or at the gym, Peloton brings together immersive classes, cutting-edge technology and hardware, and the Peloton App with multiple tiers to personalize the Peloton experience [with or without equipment]. Founded in 2012 and headquartered in New York City, Peloton has millions of Members across the US, UK, Canada, Germany, Australia, and Austria. For more information, visit www.onepeloton.com. At Peloton, we motivate the world to live better. "Together We Go Far" means that we are greater than the sum of our parts, stronger collectively when each one of us is at our best. By combining hardware, software, content, retail, apparel, manufacturing, Member support, and so much more, we deliver an exhilarating fitness experience that unlocks our members' greatness. Join our team to unlock yours. Peloton is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. Equal employment opportunity has been, and will continue to be, a fundamental principle at Peloton, where all team members, applicants, and other covered persons are considered on the basis of their personal capabilities and qualifications without discrimination because of race, color, religion, sex, age, national origin, disability, pregnancy, genetic information, military or veteran status, sexual orientation, gender identity or expression, marital and civil partnership/union status, alienage or citizenship status, creed, genetic predisposition or carrier status, unemployment status, familial status, domestic violence, sexual violence or stalking victim status, caregiver status, or any other protected characteristic as established by applicable law. This policy of equal employment opportunity applies to all practices and procedures relating to recruitment and hiring, compensation, benefits, termination, and all other terms and conditions of employment. If you would like to request any accommodations from application through to interview, please email: applicantaccommodations@onepeloton.com Please be aware that fictitious job openings, consulting engagements, solicitations, or employment offers may be circulated on the Internet in an attempt to obtain privileged information, or to induce you to pay a fee for services related to recruitment or training. Peloton does NOT charge any application, processing, or training fee at any stage of the recruitment or hiring process. All genuine job openings will be posted on our careers page and all communications from the Peloton recruiting team and/or hiring managers will be from an @ email address. If you have any doubts about the authenticity of an email, letter or telephone communication purportedly from, for, or on behalf of Peloton, please email applicantaccommodations@onepeloton.com before taking any further action in relation to the correspondence. Peloton does not accept unsolicited agency resumes. Agencies should not forward resumes to our jobs alias, Peloton employees or any other organization location. Peloton is not responsible for any agency fees related to unsolicited resumes.

Keywords: Disability Solutions, Plano , Member Support Workforce Management Scheduler, Executive , Plano, Texas

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