The Hertz Corporation ExpressRent Workforce Scheduling Specialist in Oklahoma City, Oklahoma
Workforce Scheduling Specialist – Reporting to Manager, Workforce Management, Express Rent Kiosk (ERK)
The purpose of this position is to become a key Workforce Management (WFM) resource at the ERK (Express Rental Kiosk Team) in regards to any tasks involving WFM. While most of the interaction is expected to be within ERK, it is inevitable that the person in this role will be interacting with airport location staff members, HR partners, as well as Application Support staff. The Workforce Management Specialistwill be responsible for a variety of tasks that involves, but is not limited to, Scheduling, Attendance, Over Time, VTO, Status Change, and TimeLink. The specialist will also be responsible for running a multitude of reports, to include eWFM generated agent activity which may at times entail utilizing MS Excel and MS Access. The specialist will also be responsible for managing kiosk station status by remotely throttling the equipment to “In Service” and “Out of Service” positions (Optimization Queue). The candidate is expected to be highly familiar with excel, advanced level if possible and be well grounded in arithmetic, including but not limited to proportions and averages, and be able to discern data and establish association with processes within ERK and at the airport location. Due to the nature of the role, the candidate must demonstrate the ability to operate independently without supervision. The candidate is expected to proactively identify and communicate opportunities and risks to respective team members in the organization in a timely manner. The ability to operate successfully by being a strong member of a diverse team with a wide-ranging work styles, and complete tasks without being prompted. Must be a self–starter and self-directed.
Must be available to work a flexible shift. Hours worked each day may vary. Department operates 7 days per week from 9am - 9pm Central Time
Point of contact for Workforce Management (WFM) responsibilities, including supporting ERK and airport manual throttling of kiosk stations under the Optimization Queue program. Work with DPTs daily.
Interact with the ERK team members to gather and disseminate information.
Interact with airport teams gather and archive manual throttle plans for hourly execution.
Assist in creating systemically and/or manually generated schedules and load into system for bidding.
Perform trial runs for scenario analysis, make official shifts that have been assigned to agents.
Establish group allowance for vacation and floating, manage bidding.
Manage Over-Time (OT) and VTO as determined by management.
Update agent status (new hires, transfers, LOA, and resignations) are captured accurately.
Enter accurate TimeLink data to enable accurate payroll processing.
Ensures accurate and timely generation of reports for operations, including directly from eWFM.
Maintain unrelenting view on Wait Time, to ensure fulfilment of service level objectives.
Maintains exceptionally guarded and defensive posture to ensure integrity of related data and access.
Remember and practice confidentiality agreement in all dealings.
Analyse staffing trends and makes recommendations, including the use of VTO and
Track scheduling exceptions such as attendance, to include planned and unplanned absences.
Analyse and track approved off phone activities vs. unapproved off phone activities.
Coordinate, validate, and when approved enter shift adjustments and trades..
Other duties as assigned by management.
Must be a self-starter with the drive and determination to function as a Subject Matter Expert making sound and substantiated staffing recommendations.
Key Performance Indicators
Timely & Accurate Bidding
Wait Time Fulfilment
Mandatory High School. Some college or Bachelor degree in business or analytical disciplines highly desired.
Experience with Aspect eWFM/Empower or similar workforce management productsdesired but not necessary. Ability to work with computers systems is required.
Good knowledge of the business area they are serving.
Strong math and MS Excel skills required.
Knowledge of Workforce Management (WFM) methodologies and software a plus.
Ability to work with minimal instructions and supervision.
Staying calm under pressure and comfortable in a chaotic environment requiring multi-tasking.
Thrives in unstructured work assignments.
Must be proficient in MS Excel, and have a solid background in all MS Office products.
Ability to identify, resolve and escalate volume, staffing and systematic concerns in a timely manner.
Due to the nature of this position, conveying a positive company image, neat appearance, pleasant personality, and good oral/written communication skills are essential. Must be able to work in a professional manner with all management positions.
Ability to multi-task and work on multiple projects simultaneously.
Preferred Requirements :
Job ID 132533
# Positions 1
Location US-OK-Oklahoma City
Category RAC Operations