Workforce Management Admin
Location: West Columbia
Posted on: June 24, 2022
The Workforce Management Admin is responsible for overseeing
workforce management scheduling, reporting and auditing functions.
This role will manage the resources required to meet optimal
service level standards. It will also develop comprehensive
reporting illustrating staffing and adherence effectiveness, and
opportunities at individual, team, and center levels.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and
enhance the customer experience.
Utilize scheduling software to determine the proper shift coverage
by adjusting center resources to accommodate changes in call
volume/service activity or resource availability.
Assist in the management of overtime and voluntary time off
Optimize break and lunch scheduling to efficiently staff
Monitor real-time adherence and call statistics and communicate
with supervisors to ensure on-phone and off-phone activity is
managed efficiently throughout the day.
Monitor and track sick calls, tardiness, etc., entering real-time
exceptions into eWorkforce Management (absence, tardiness,
meetings, overtime, etc.).
Manage benefit time accrual accounts in the Workforce Management
software, establish thresholds and plan for both scheduled and
Audit and maintain the integrity of data in eWorkforce Management
and related databases.
Monitor call volume and statistics to ensure adherence to
scheduling and service level metrics.
Liaise with staff regarding workforce management practices and
Update leadership on staffing issues, performance measures, and
Provide input on forecast projections and staffing
Perform other duties as requested by supervisor.
Required Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to analyze and interpret data
Ability to communicate orally and in writing in a clear and
Ability to communicate with all levels of management and company
Ability to handle multiple projects and tasks
Ability to maintain confidentiality
Ability to make decisions and solve problems while working under
Ability to prioritize and organize effectively
Ability to show judgment and initiative and to accomplish job
Ability to use personal computer and software applications (i.e.
word processing, spreadsheet, etc.)
Ability to work independently
Ability to work with others to resolve problems, handle requests or
Ability to use scheduling and workforce management software (e.g.
Aspect eWorkforce Management and Real Time Adherence software)
Knowledge of cable television products and services
Bachelor's degree in Communications, Business, related field, or
Required Related Work Experience and Number of Years
Workforce Management scheduling and forecasting software experience
Inbound Contact Center environment experience - 2+
Preferred Related Work Experience and Number of Years
Multi-channel Contact Center Management experience
Office environment with 24 hour service capability
CWF370 314007-1 314007BR
Keywords: SPECTRUM, Columbia , Workforce Management Admin, Administration, Clerical , West Columbia, South Carolina
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