I. Job Summary:
Candidate will serve as a Workforce Management Specialist in a Contact Center environment responsible for all WFM tasks within the department. Key responsibilities will include Forecasting, Attendance and Scheduling Functions, Real Time Monitoring and Reporting.
II. Duties and Responsibilities:
a. Prepares weekly reports on Call Statistics and Staff Attendance.
b. Reconciles attendance daily with employee schedules against schedule and time in/time out reporting.
c. Manages changes to scheduling to ensure adequate daily resource coverage.
d. Communicate with Management and Supervisors to ensure compliance with company standards.
e. Maintain running reports of Call volume SLAs.
f. Monitor and report on attendance and schedule adherence.
g. Monitor call queues.
h. Processes schedule changes.
i. Processes management requests for modifications of scheduling events (meetings/training, etc.).
j. Use reporting and analytics for continuous improvement, including making recommendations to improve scheduling efficiency and call statistics.
k. Provides analytical support for special projects.
l. Collaborate with Call Center Management on identifying opportunities to further optimize our workforce.
m. Performs any other related duties as required or assigned.
III. Qualification Requirements:
a. 2-5 years’ experience in workforce analytics desired, preferably in contact centers with at least 50 employees.
b. Must have held a Senior Representative role in a Customer Service Call Center.
c. Bachelor degree preferred, or 5 plus years relevant work experience in Customer Care.
d. Professional workforce certifications a plus
e. Experience with Workforce Management software such as Verint, Optimizer or Calabrio
f. Demonstrated strong analytical skills, with emphasis on forecasting.
g. Ability and willingness to learn new software applications.
h. Skills in complex problem solving, judgment, critical thinking and decision making.
i. Ability to be highly organized with an emphasis on accuracy and timeliness.
j. Ability to organize information and have attention to detail and accurately follow procedures.
k. Ability to work alone with minimum supervision and with others in a team environment, occasionally under time pressure and on several tasks at the same time.
l. Ability to effectively communicate orally and in writing with co-workers, management team, other Departments, vendors, and outside agencies, including being sensitive to professional ethics.
m. Ability to sit the entire work day viewing a computer monitor.
n. Ability to work rotating evenings and weekends
a. Must have strong leadership, communication and interpersonal skills
b. Proficient in Microsoft Office Applications including; Word, Excel, PowerPoint and Visio
c. Familiar with SmartSheet application
d. General knowledge of Interactive Desktop, and Quality applications in Interactive Intelligence.
This position description is only meant to be a representative summary of the major duties and responsibilities performed by incumbents of this position. The incumbents may be requested to perform tasks other than those stated in this description.
The company reserves the right to revise or change this job description as the need arises. This job description does not constitute any written or implied contract of employment.
Shentel will provide reasonable accommodations (such as a qualified sign language interpreter or other personal assistance) with the application process upon your request as required to comply with applicable laws. If you have a disability and require assistance in this application process, please email firstname.lastname@example.org and provide your name and contact information.
- Job Family Customer Service
- Pay Type Hourly
- Edinburg, VA 22824, USA
- Rustburg, VA 24588, USA
- Waynesboro, VA 22980, USA