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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
