Workforce Management Admin

Job Summary

The Workforce Management Admin is responsible for overseeing workforce management scheduling, reporting and auditing functions. This role will manage the resources required to meet optimal service level standards. It will also develop comprehensive reporting illustrating staffing and adherence effectiveness, and opportunities at individual, team, and center levels.

Responsibilites

Actively and consistently support all efforts to simplify and enhance the customer experience. Utilize scheduling software to determine the proper shift coverage by adjusting center resources to accommodate changes in call volume/service activity or resource availability. Assist in the management of overtime and voluntary time off (VTO). Optimize break and lunch scheduling to efficiently staff centers. Monitor real-time adherence and call statistics and communicate with supervisors to ensure on-phone and off-phone activity is managed efficiently throughout the day. Monitor and track sick calls, tardiness, etc., entering real-time exceptions into eWorkforce Management (absence, tardiness, meetings, overtime, etc.). Manage benefit time accrual accounts in the Workforce Management software, establish thresholds and plan for both scheduled and unscheduled absences. Audit and maintain the integrity of data in eWorkforce Management and related databases. Monitor call volume and statistics to ensure adherence to scheduling and service level metrics. Liaise with staff regarding workforce management practices and initiatives. Update leadership on staffing issues, performance measures, and call statistics. Provide input on forecast projections and staffing requirements. Perform other duties as requested by supervisor.

Required Skills/Abilities and Knowledge

Ability to read, write, speak and understand English

Ability to analyze and interpret data

Ability to communicate orally and in writing in a clear and straightforward manner

Ability to communicate with all levels of management and company personnel

Ability to handle multiple projects and tasks

Ability to maintain confidentiality

Ability to make decisions and solve problems while working under pressure

Ability to prioritize and organize effectively

Ability to show judgment and initiative and to accomplish job duties

Ability to use personal computer and software applications (i.e. word processing, spreadsheet, etc.)

Ability to work independently

Ability to work with others to resolve problems, handle requests or situations

Ability to use scheduling and workforce management software (e.g. Aspect eWorkforce Management and Real Time Adherence software)

Knowledge of cable television products and services

Required Education

Bachelor's degree in Communications, Business, related field, or equivalent experience

Required Related Work Experience and Number of Years

Workforce Management scheduling and forecasting software experience - 2+

Inbound Contact Center environment experience - 2+