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Workforce Management Admin

Location: Cayce
Posted on: June 24, 2022

Job Description:

JOB SUMMARYThe 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 RESPONSIBILITIESActively 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 (VTO).Optimize break and lunch scheduling to efficiently staff centers.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 unscheduled absences.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 initiatives.Update leadership on staffing issues, performance measures, and call statistics.Provide input on forecast projections and staffing requirements.Perform other duties as requested by supervisor.REQUIRED QUALIFICATIONSRequired Skills/Abilities and KnowledgeAbility to read, write, speak and understand EnglishAbility to analyze and interpret dataAbility to communicate orally and in writing in a clear and straightforward mannerAbility to communicate with all levels of management and company personnelAbility to handle multiple projects and tasksAbility to maintain confidentialityAbility to make decisions and solve problems while working under pressureAbility to prioritize and organize effectivelyAbility to show judgment and initiative and to accomplish job dutiesAbility to use personal computer and software applications (i.e. word processing, spreadsheet, etc.)Ability to work independentlyAbility to work with others to resolve problems, handle requests or situationsAbility to use scheduling and workforce management software (e.g. Aspect eWorkforce Management and Real Time Adherence software)Knowledge of cable television products and servicesRequired EducationBachelor's degree in Communications, Business, related field, or equivalent experienceRequired Related Work Experience and Number of YearsWorkforce Management scheduling and forecasting software experience - 2+Inbound Contact Center environment experience - 2+Preferred Related Work Experience and Number of YearsMulti-channel Contact Center Management experienceWORKING CONDITIONSOffice environment with 24 hour service capability CWF370 314007-1 314007BR

Keywords: SPECTRUM, Columbia , Workforce Management Admin, Executive , Cayce, South Carolina

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