Workforce Administrator (PM shift)

Henderson, NV
Full Time
Mid Level

The Workforce Management Specialist is responsible for the real-time and intraday monitoring and tracking of call volume, agent schedules and all off-phone activity for our customer contact centers.

MAJOR DUTIES AND RESPONSIBILITIES:

  • Assist in administration of schedule adherence, exception time management and real-time call routing through utilization of workforce management software.
  • Coordinate real-time scheduling of team meetings, supervisor coaching sessions, training and other scheduled activity.
  • Monitor real-time adherence and call statistics, as well as communicate with Supervisors to ensure activity is managed efficiently daily at a tactical level.
  • Assist in monitoring of all exceptions to PTO planned and unplanned.
  • Generate and communicate off-phone activity reports, staffing issues, performance measures and call statistics to appropriate members of management.
  • Forecast potential overstaffing/understaffing conditions and adjust real-time staffing based on call center needs.
  • Perform other duties as assigned.

REQUIRED QUALIFICATIONS: Skills/Abilities and Knowledge

  • Ability to read, write, speak and understand English.
  • Ability to prioritize, organize and multitask effectively.
  • Effective problem-solving skills
  • Excellent communication skills
  • Ability to use scheduling and workforce management software.
  • Ability to perform analysis and create reports.
  • Proficient in Microsoft Excel
  • Flexibility with work schedule.

Education:

  • High school diploma or equivalent
  • Post-secondary coursework in business, computer science or related field, or equivalent work experience

Related Work Experience:

  • 1+ years' experience at a customer service representative or higher level in a call center operation
  • Experience in the telecommunications marketing or energy marketing industry preferred.
  • Familiarity with workforce management tools is preferred.

 

 

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