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Experience Workforce Management Associate -

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POST DATE 8/20/2016
END DATE 11/17/2016

AppleOne Jacksonville, FL

Jacksonville, FL
AJE Ref #
Job Classification
Full Time
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Company Ref #
Required Licenses/Certifications
Min Salary
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per hour


Job 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.

Job Requirements:
? 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.

Job Experience:

Call center supervisor and team lead experience preferred