Company Description

A Place for Mom is the leading online resource connecting families searching for senior care with a team of expert advisors providing insight-driven, personalized solutions. As the nation’s largest senior care advisory service, A Place for Mom helps hundreds of thousands of families every year navigate the complexities of finding the right senior care solution for their loved ones across home care, independent living, memory care, assisted living, and more. Established in 2000 as a family business, A Place for Mom employees are deeply committed to the company mission to enable caregivers to make the best senior care decisions. A Place for Mom fosters, cultivates, and preserves a culture of diversity, equity, and inclusion.

Our employees live the company values every day:

• Mission Over Me: We find purpose in helping caregivers and their senior loved ones while approaching our work with empathy.
• Do Hard Things: We are energized by solving challenging problems and see it as an opportunity to grow.
• Drive Outcomes as a Team: We each own the outcome but can only achieve it as a team.
• Win The Right Way: We see organizational integrity as the foundation for how we operate.
• Embrace Change: We innovate and constantly evolve.

Job Description

Key Responsibilities:

1. Real-Time Monitoring & Response:
   • Monitor real-time adherence, service levels, occupancy, real time requests using NICE/IEX WFM tools.
   • Identify and resolve intraday staffing issues, including escalations, and schedule deviations.
   • Communicate recommendations to leadership and operational teams for immediate workforce adjustments.
2. Intraday Adjustments:
   • Modify agent schedules in real-time to align staffing service level objectives and adherence goals.
   • Manage and approve schedule change requests based on intraday capacity, service level, and adherence goals.
3. Reporting & Communication:
   • Generate and deliver performance reports to stakeholders.
   • Provide clear communication regarding real-time status, KPIs, and potential impacts to service levels.
4. Collaboration & Process Improvement:
   • Work closely with WFM Forecasters, Schedulers, and Operations Managers to align real-time decisions with long-term planning.
   • Identify trends and propose solutions for improving schedule adherence and staffing efficiency.
   • Maintain expertise in NICE IEX WFM suite, ensure accurate agent profiles, identify schedule anomalies, and create tools to drive schedule adherence.

Qualifications

Education & Experience:

• Bachelor’s degree in Business, Operations, Analytics, or a related field (preferred).
• 2+ years of experience in scheduling, real time analyst, or workforce management role, preferably within a call center or customer service environment.
• Experience with workforce management and telephony software (e.g., NICE and Five9) and proficiency in Microsoft Excel.
• Strong understanding of labor laws, scheduling best practices, and compliance requirements.
• Experience in a remote or multi-site contact center environment preferred.

Skills & Competencies:

• Excellent organizational and time-management skills, with the ability to manage multiple employees and competing priorities.
• Strong attention to detail and accuracy in Real Time analysis and record-keeping.
• Excellent communication skills, both verbal and written, with the ability to clearly communicate schedule changes and expectations to staff.
• Analytical mindset, with the ability to interpret data.
• Problem-solving skills and the ability to make quick decisions in a dynamic environment.
• Ability to work independently as well as collaboratively within a team.

Certifications (preferred):

• Workforce Management or Scheduling certifications (e.g., ICMI, or similar).
• Any WFM or contact center operations certification (e.g., COPC, Six Sigma Yellow Belt) is advantageous.

Additional Information

Compensation:

The position is a salaried, exempt position.

• Base Salary: $60,000-$65,000
• 10% Corporate bonus
• Benefits:
  • 401(k) plus match
  • Dental insurance
  • Health insurance
  • Vision Insurance
  • Paid Time Off

Additional Information

All your information will be kept confidential according to EEO guidelines.

A Place for Mom uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify.

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