Job Details
Experience Needed:
Career Level:
Education Level:
Salary:
Job Categories:
Skills And Tools:
Job Description
- Serve as the primary point of contact on workforce management policies
- Serve as subject-matter expert on workforce optimization issues
- Ensure service level targets are met; maintain the right headcount, and calculate call capacity
- Responsible for the maintenance and upkeep of scheduling software
- Responsible for reporting data management activities around employee scheduling and forecasts
- Improve processes and increase efficiency of operations by recommending necessary changes
- Undertake majority of forecasting and agent scheduling for the contact center
- Ensure employees’ time is accurately recorded by reviewing every timecard in Oracle and I3 or other applicable software
- Undertake the review and record of time worked against the proper job task code when an employee works overtime within a different cost center
- Adjust total hours worked and any time off (leave) an employee has recorded in Oracle or applicable software
Job Requirements
- Ability to drive high performance work teams
- Experience and understanding of staffing, queues, and performance measurements
- Proficiency with Excel
- Adept at managing multiple priorities and tasks in a fast-paced environment
- Strong written and verbal communication skills with the ability to drive and effectively communicate change
- Good reasoning abilities and sound judgment. Tactful, flexible and people oriented.
- Communication and interpersonal skills
- Ability to work in a team environment
- Ability to act and drive a sense of urgency to ensure both internal and external customers are served in a timely manner.
- Ability to motivate and lead through tactical leadership built from strategic vision.
- Strong ability to analyze call trends and take appropriate action
- High school degree; college degree preferred
- Must be available to work any shift any day
- Working knowledge of call center dynamics, verbiage and methodologies
- Proficiency with IEX scheduling software preferred
- Previous Workforce management desired
- Experience in Multi-site call center management desired