Workforce Management Specialist

JOB SUMMARY

Remote candidates will be considered for the right fit, but prior high-volume call center WFM experience is a must.**

ESSENTIAL DUTIES AND RESPONSIBILITIES

·       Provide first point of contact service for escalated questions from the Workforce team and internal customers.  Research and track trends internally-generated errors to identify individual coaching and development opportunities as well as clarification of processes

·       Facilitate collaboration between data points to identify root causes, develop solutions and/or recommend courses of action.  Create reporting from multiple data points

·       Effectively advise leadership regarding the use resources across multiple LOBs and sites to meet customer expectations and cost-containment objectives

·       Partner with other departments on reporting/staffing reviews for upcoming initiatives

·       Partner with workforce analyst to enhance their knowledge and workforce skills.  Provide training guides as needed

·       Utilize Excel, CMS, and SQL (as applicable) to run, manage and assist with authoring reports

·       Assist Workforce Manager with reporting

·       Partner with Marketing to understand competitive positioning and impacts to forecasting opportunities

·       Provide data to maintain budgeted cost per call requirements and present schedules that meet or exceed requirements

·       Provide daily/weekly/monthly operations reports at enterprise and site levels detailing sales and service center KPI’S, costs, etc.

·       Produce reports that capture attrition rates and trends

·       Provide input to prepare yearly budgets for the Sales and Service Center

·       Establish and maintain an incoming call forecast of (TBD% and meet those standards TBD% of the year)

·       Establish the Sales and Service Center measures around abandoned, utilization/occupancy rates and other metrics and KPI’s and meet those standards (TBD%) of the time every year

·       Analyze data for trends in call patterns, product variability, turnover, hiring, etc.

·       Present daily, weekly, monthly and quarterly resulting for KPIs and forecasts

·       Provide data to help develop recruiting and hiring strategy for all roles within the Sales and Service Center support groups and report results

·       Present results on system outages, incident reports, etc. and analyze trends and partner with IT to resolve

·       Experience using IEX in all applicable workforce management capacities

·       May perform other duties and responsibilities as assigned

JOB QUALIFICATIONS: Education & Experience Requirements

·       High School diploma or equivalent

·       2-4 year’s work experience in a high-volume Call Center or related industry with working knowledge as it relates to forecasting, scheduling, trending and analysis in a Call Center environment

·       Hands-on operation experience with a Workforce Management System and/or Call Center reporting system required

·       Experience using CMS with the ability to create models, customize reports, and depict important information extracted from data in a clear and creative way

·      Possess math skills sufficient to perform required duties,

·       Or an equivalent combination of education, training or experience