Workforce Management Specialist

Overview

Creates and manages schedules, scheduling analysis, real-time interaction management and reporting, in support of the GLIC Contact Center. Proactively monitors inbound and outbound interactions and manages defined surge plan. Works with minimal supervision and is responsible for making an established range of decisions, escalating to manager only when necessary and updating management on a regular basis.

Responsibilities

• Manage front-line representative scheduling requests, taking into consideration daily staffing, workflow coverage, and scheduled trainings and meetings. Manage real-time inbound interaction traffic to ensure department service levels are met. This includes implementing and ensuring adherence to defined interaction surge plans, offering appropriate overtime or flex time. Utilizes call center tools to oversee representatives' actual status use and performance compared to scheduled status and performance.
• Monitor adherence to system status activity codes to ensure departmental service levels and maximize productivity; assists in the education of front-line representatives on the correct usage of status activity codes. Maintains front-line representatives' attendance records and activity compliance and informs management of outliers.
• Uses historical interaction data to manage intra-day staffing levels, and determines the most effective methods for developing, implementing and managing staffing adjustments. Proactively informs leadership scheduling needs and anticipated changes.
• Monitors and reviews daily production reports, researching and analyzing trends. Partners with management to address workload balancing and resource allocation. Prepares and maintains reports in support of the Contact Center performance metrics. Provides ad hoc analysis of reports and provides information to leadership. Proactively identifies opportunities for new reporting and modifications to existing reports.
• Performs other duties as assigned.
• Complies with all policies and standards.

Qualifications

• High School Diploma - Required
• Associate's Degree Or relevant work experience - Required
• 3+ years of work experience in a call center - Preferred
• 1 year work experience in a call center or similar environment - Required
• Demonstrated strong attention to detail with excellent organizational skills. Can cite examples of organization and time management methods used to manage or prioritize workload demands for self and others. - Required
• Proven examples of experience working in a demanding environment with heavy volume and multiple tasks. - Required
• Proven strong analytical skills, including demonstrated experience identifying and quantifying problems and providing effective resolutions. - Required
• Demonstrated experience maintaining a calm and professional demeanor when handling demanding situations. - Preferred
• Proven ability to coordinate multiple projects/assignments simultaneously, while completing daily assigned tasks accurately and on time. Can cite examples of multitasking. - Required
• Proven ability to apply principles of logical thinking to define problems, collect data, establish facts and draw conclusions. - Required
• Demonstrated experience working effectively within a team. - Required
• Demonstrated excellent verbal and written communication skills with ability to convey detailed information to internal and external clients in a clear, focused and concise manner while following proper rules of punctuation, diction and style. - Required
• Experience with scheduling software - Required
• Working knowledge of Window applications: Internet, Email - Required
• Advanced proficiencies in Microsoft Excel, Teams, SharePoint - Required
• Working knowledge of NICE telephony platform - Preferred
• Experience with short and long-term forecasting a plus - Preferred
• Experience with spreadsheets and data application a plus - Preferred
• SWPP Associate Certification in Managing Daily Staffing - Preferred

Work Setting/Position Demands:

• Works in an office setting and remains in a stationary position for long periods of time while working at a desk, on a computer or with other standard office equipment, or while in meetings.
• Requires the ability to verbally communicate and exchange accurate information to customers and associates on a regular basis.
• Requires visual acuity to read and interpret a variety of correspondence, procedures, reports and forms via paper and electronic documents, visual inspection involving small defects; small parts, and/or operation of machinery (including inspection); using measurement devices continuously. Visual acuity is required to determine accuracy, neatness, and thoroughness of work assigned.
• Requires the ability to prepare written correspondence, reports and forms using prescribed formats and conforming to rules of punctuation, grammar, diction, and style on a regular basis.
• Requires the ability to apply principles of logical thinking to define problems, collect data, establish facts, and draw valid conclusions
• Performs substantial movement of wrists, hands, and fingers for continuous computer work.
• Extended hours required during peak workloads or special projects/events.
• Associate must be able to operate a motor vehicle for short and/or long distances
• Associate must be able to travel via car
• Occasional after-hours work needed
• Routine and/or extended after hours work needed

Travel Requirements:

• None