Workforce Planning Support

Role Summary Align is the industry leader and innovator in medical devices, which focuses on revolutionizing the dental and orthodontic industry. Align, the makers of Invisalign is looking for Workforce Planning Support. This exciting new role would be part of a culture that is helping to improve lives every day through digital dentistry. The Workforce Planning Support should compile staffing level requirement forecasting and workplace scheduling in call-center environments. Prepare reports to determine call volume, calling patterns, service trends, and staff productivity. Track vacation schedules and shift change requests, and monitor new-hire, holiday, and seasonal shift needs. Update and maintain the scheduling database with current information, as well as provide real-time monitoring and analysis for the operation units. This role will be part of Align Technology's goal to deliver the next generation of clear aligners (Invisalign) to our customers. We would love for you to join a fun and cutting-edge technology company that has helped create millions of smiles. Role Expectations Provide real-time monitoring to Operations Units. Create reports of daily activity on demand. Provide real-time analysis of incoming volume. Evaluate headcount risks. Constant revision of Keep Performance Indicator (KPI) results and redirection of undesired situations. Active communication with stakeholders to provide updates regarding Keep Performance Indicator (KPI) degradation. Proactive action plans to maintain operation stable as reskilling techniques and Keep Performance Indicator (KPI) adjustments. Active communications with the Analyst team to provide insight regarding situations detected as scheduling needs, increased absenteeism, etc. Managing preplan activities, rescheduling, or modifications based on organizational needs. Absenteeism and lateness management. Deliver WFM basic training to new hires in production. Use Twilio Dashboards and reports to provide visibility regarding organizations' needs.