Workforce Mgmt Care Coord I
Location: West Columbia
Posted on: May 15, 2022
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
Coordinate real-time scheduling of team meetings, supervisor
coaching sessions, training, and other scheduled off-phone
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,
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 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
Ability to show judgment and initiative and to accomplish job
Ability to use personal computer
Proficient in using Microsoft Office software applications (Word,
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's tracking module and Real Time
Knowledge of cable television products and services
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
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
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