Experience Workforce Management Associate -
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POST DATE 8/20/2016
END DATE 11/17/2016
JOB DESCRIPTIONJob duties include but are not limited to the following:
? Support the workforce management activities within a shared services environment
? Monitor real-time service levels, average speed of answer, and schedule adherence by half-hour using Aspect eWorkforce Management Tracking module and Real-Time Adherence software, CMS CentreVu or other resources
? Realign resources to optimize coverage and service by scheduling based on skill set and priority
? Collect contact center data for analysis, reporting, managing of staffing needs, and improving processes
? Communicate with front-line leaders to address staffing needs
? Create and manage an attendance hotline to enable centralized communication
? Execute contingency plans for service level challenges, system outages, closed units or other catastrophic events
? Maintain agent lists within Cisco skilling application, Aceyus, etc.
Minimum two years contact center experience. Team lead or SME. Real-time processing of information for workforce management. Need solid presentation skills. Need to have strong communication skills.
? High School or equivalent
? 3 or more years related work experience defined as customer service operations or Workforce Management
? Experience with monitoring and scheduling tools such as Aspect, eSchedule Planner (ESP), CentreVU, or CMS
? Experience using MS Word and MS Excel-must be proficient
Business Specific Criteria:
? 2 or more years of experience in a call center environment
? Experience with call center metrics and performance standards
? Experience delivering presentations to large groups at all levels
? MS Access database queries experience
We are an equal employment opportunity employer and will consider all qualified candidates without regard to disability or protected veteran status.
Call center supervisor and team lead experience preferred