Workforce Management Specialist, Call Center

Description

The Workforce Management Specialist, Call Center supports the contact center by providing workforce management expertise, analysis, and the development of execution plans that ensure quality service level standards are met. The Specialist partners with contact center leaders to plan and execute workforce management initiatives including staffing, systems, and vendor management to ensure the contact center runs efficiently and effectively. The Specialist analyzes operational data (omnichannel contact center, CRM, etc.) including volume, trend, and production to forecast workload and provide leaders with insights and recommendations and assist with the execution of process improvements and systems infrastructure that drive service delivery.

This is a REMOTE position

Key Duties Include

• Engages all Contact Center management software and interacts with contact center leaders to ensure service level agreements (SLA’s) are met or exceeded.
• Identifies, analyzes and interprets patterns/trends in call volume, Average Speed of Answer (ASA), Average Handle Time (AHT), Abandonment (ABD) data and stays current on volume-impacting events affecting the Contact Center to enable proactive adjustment of the contact center operations (staffing, queues, etc.).
• Monitors real time adherence of the queues to ensure staff is compliant with scheduled hours and all scheduled agents are in the expected phone state to support the provision of service to customers and takes corrective actions to notify leaders, adjust schedules and limit disruptions to SLA's.
• Reforecasts call volumes based on unplanned events and variance of actual to planned call volumes to ensure appropriate staffing to maintain service levels.
• Manage and monitor short-term time off requests and call outs and updates scheduling software to ensure appropriate staffing.
• Develop and implement strategies for process improvement and better customer service delivery.
• Provides ad-hoc reporting as requested by senior leaders to assist in decision-making and business planning.
• Assist with auditing, technical testing, and related duties associated with Contact Center systems.
• Other duties as assigned.
  
  

Requirements

• Bachelor’s degree Business Administration, Operations Management, or related quantitative field.
• 2 years’ experience in workforce management, preferably in a call center environment.
• 2 plus years operations management or related experience.
• Proficient with contact center, telecommunication, and workforce management software. Specific experience with Ring Central/ Nice InContact is preferred.
• Proficient with CRM technologies. Specific experience with Microsoft Dynamics is preferred.
• Proficient in Microsoft Office Applications such as Word, Outlook, PowerPoint; Advanced proficiency in Microsoft Excel.