Workforce Mgmt Care Coord I

Company: SPECTRUM
Location: West Columbia
Posted on: May 15, 2022

Job Description:

JOB SUMMARY
Responsible for the real-time and intra-day monitoring and tracking of call volume, agent schedules, and all off-phone activity for Charter contact centers.

MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience

Assist in administration of schedule adherence, exception time management, and real-time call routing through utilization of workforce management software (Aspect eWorkforce Management Software).

Coordinate real-time scheduling of team meetings, supervisor coaching sessions, training, and other scheduled off-phone activity.

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.

Assist in monitoring and entering real-time exceptions into Aspect eWorkforce Management (absence, tardiness, meetings, overtime, etc.).

Generate and communicate off phone activity reports, staffing issues, performance measures, and call statistics to appropriate members of management.

Forecast potential over or understaffing conditions, and adjust real-time staffing based on Call Center needs.

Monitor intra-day call volume to outsourcers to ensure load balancing and compliance to forecast agreements.

Assist Workforce Administrator in administration of overtime and voluntary time off (VTO) programs.

Perform other duties as requested by supervisor.

REQUIRED QUALIFICATIONS
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 straightforward manner
Ability to communicate with all levels of management and company personnel
Ability to handle multiple projects and tasks
Ability to maintain confidentiality
Ability to make decisions and solve problems while working under pressure
Ability to prioritize and organize
Ability to show judgment and initiative and to accomplish job duties
Ability to use personal computer
Proficient in using Microsoft Office software applications (Word, Excel, etc.)
Ability to work independently
Ability to work with others to resolve problems, handle requests or situations
Ability to use scheduling and workforce management software (e.g. Aspect eWorkforce Management's tracking module and Real Time Adherence Software)
Knowledge of cable television products and services
Required Education
High School Diploma or recognized equivalent
College-level course work in Algebra and Statistics
Required Related Work Experience and Number of Years
Call center (in-bound) experience - 1

WORKING CONDITIONS
Office environment with 24-hour service capability (weekend, early morning, or night shift)

CWF100 311603-2 311603BR

Keywords: SPECTRUM, Columbia , Workforce Mgmt Care Coord I, Other , West Columbia, South Carolina