Overview:
As a Workforce Management Specialist, you are responsible for assisting in the daily efforts to provide an outstanding customer experience by performing real-time management to service level and agent performance in an omni-channel contact center environment.
What you’d be doing:
- Monitor/track sick calls, tardiness, etc., entering real-time exceptions into Workforce Management Software (absence, tardiness, meetings, overtime, etc.)
- Provide scheduled and ad hoc reporting and analysis of agent KPIs and other key data on an ongoing basis, performs audits, and record keeping activities
- Process real-time and ticketed scheduling requests timely and accurately
- Review and approve agent time off and schedule change requests
- Management of queues and agent skilling focusing on service level management and escalations
- Utilize scheduling software to determine the proper shift coverage by adjusting center resources to accommodate changes in call volume/service activity or resource availability
- Highly skilled in effective communication both verbally and in writing with co-workers, management team, other departments, and vendors
- Ensure team is aware of any upcoming changes and provide insight on the day-to-day functions
- Performs any other related duties as required or assigned
We’re looking for someone who has:
- 2+ years of experience in a call center environment
- 2+ years previous experience in a Workforce Management role
- Proven experience with Verint Monet or another workforce management platform i.e. Aspect, Nice, etc.
- Strong analysis, critical thinking, and analytical problem-solving skills
- Ability to handle multiple tasks and deadlines with attention to detail
- Ability to work with minimum supervision as well as in a team environment, in a time sensitive environment and on several tasks simultaneously
Highly preferred candidates also have:
- Associates Degree in business, technology, or another related field
- Strong analytical skills
- Proficient or higher with all MS Office applications
IND1
Job Type: Full-time
Pay: $23.00 per hour
Expected hours: 40 per week
Schedule:
- 8 hour shift
- Monday to Friday
Experience:
- Workforce management: 2 years (Required)
- Call center: 1 year (Required)
Work Location: Remote