| Company: | Allconnect - Utah
St. George, UT |
| Job Location: |
St. George, UT (Washington County) |
| Employment Type: | Full Time |
| Department: | Finance - DOE/Customer Care |
| Benefits: | Medical, Dental, Vision, 401(k) |
Description: |
| The Workforce Management Specialist will evaluate staffing levels, schedule adherence, call patterns, and work volume on a real-time basis to ensure service and operational goals are met. The WFM Specialist will be responsible for identifying, analyzing, and reporting service performance deviations using multiple data sources and tools to improve performance results. |
Duties: |
Manage and monitor call volume and staffing data.
Analyze and interpret the information to make recommendations for adjustments to staffing levels to ensure service level requirements and financial efficiency measurements (to be done continuously throughout the day).
Produce WFM reports according to deadlines
Track and manage attendance, adherence, intraday and ad hoc reports.
Ensure sufficient time is planned to support the business needs through training, individual representative development, team meetings, etc.
Maintains and updates the workforce management systems with daily exceptions.
Ensure the accuracy and timeliness of data by working time-off, schedule change and other requests types.
Develops strong working relationships with other groups within the organization to ensure efficient and effective problem solving and issue resolution.
Analyze historical trends of contact distribution, AHT, contacts per hour, agent productivity, etc.
Perform on-going analysis including tracking and analyzing performance by individual and by team and reporting actual performance to standards; analyze performance trends and impact on goal achievements.
Communicate with management to aid in resolutions to issues affecting Call Center personnel relating to staffing or scheduling.
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Qualifications: |
Demonstrated interpersonal skills to communicate effectively and motivate others.
Excellent skills in organization, prioritization, time management and handling multiple tasks.
Successful experience delivering excellent customer service
Effective written and oral communication skills.
Ability to work under pressure and stress while executing day-to-day operational demands.
High level of commitment, initiative, vision and enthusiasm.
Advanced knowledge in IEX and CMS
Proficient in MS Excel and PowerPoint
Call Center Operational and Scheduling experience
Intraday Management experience
IEX Workforce Management Software experience preferred, other WFM software considered
Process creation and implementation experience
The ability to communicate at all levels of the organization effectively
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