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*about this job*:the workforce management specialist will provide operational support for inbound sales, outbound sales, customer service, and omni-channel functions.
this includes the real time monitoring of queues, creating department shift bids to ensure we always have the proper coverage, intraday performance reporting and analysis.
this role plays a key part in the workforce management team, as the workforce management specialist should be the sme of their assigned line of business.
this role will be responsible for providing a bi-weekly analysis on service level outcomes as well as providing recommendations on how to improve service levels in the future.
the workforce management specialist will be expected to understand why a service level degradation is occurring, what is being down about it, and they will need to escalate roadblocks to their management team.
*responsibilities*:- monitor overall call center performance and make real-time changes in schedules to achieve service level objectives.- scheduling for all inbound, outbound, and omni-channel contact center agents using excel and / or wfm system.- manage departmental shift bids with the intent of optimizing our coverage.- proactively work with leadership & the command center staff to exceed our service levels in the most cost-effective manner.- provide bi-weekly analysis on service level outcomes over their line of business.
this should include recommendations on skill changes, skill prioritizations, trainings, and/or shift bids- schedule events for occurrences such as training sessions, meetings, coaching sessions, department meetings, events, etc- ensure segment entry in wfm occurs so that the official schedule editor is populated with the most current schedule exceptions- maintain open lines of communication with all levels of the organization.
communicate all pertinent information about day-to-day operations to the command center supervisor.- monitor the contact center to detect call avoidance or other systemic improvement opportunities.- present service level outcomes, project statuses, scheduling efficiency, known challenges, and ultimately serve as an accountable party to a departments service level outcome.
the presentation would generally be delivered to the command center supervisor, wfm manager, and executive director of workforce optimization.- other duties & tasks as requested.
*requirements*:- 2+ years of call center experience including experience within roles requiring the management of complex enterprise level processes.- 2+ years' experience working within or directly with workforce management teams in an omni-channel environment.- excellent organization, above-average multi-tasking, and demonstrated ability to work in a team- demonstrated experience with intra-day performance, scheduling, and workforce management methodologies.- understanding the sales call center dynamics as related to scheduling and service levels