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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