Workforce Management Admin in San Diego, California | DiversityInc Careers
 
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Workforce Management Admin

Responsible for managing the resources required to meet the service level standards of the center. Develop a comprehensive scheduling plan to coordinate all off-phone activity including team meetings, Supervisor coaching sessions and trainings. Responsible for administering shift bids and partnering with the National Planning team to develop shifts that improve customer satisfaction and Contact Center efficiency.


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

Utilizes 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 administration of Contact Center shift bids and exception time scheduling by utilizing the Workforce Management software (Aspect eWorkforce software)

Assists in the management of Overtime and Voluntary Time Off (VTO)

Optimize break and lunch scheduling to efficiently staff Contact Centers

Manages benefit time accrual accounts in the Workforce Management software as well as establishing thresholds and planning for both scheduled and unscheduled absences

Monitors call volume and statistics to ensure adherence to Scheduling and Service Level metrics

Acts as a Contact Center liaison regarding Workforce Management practices and initiatives

Updates Contact Center Operational Leadership on staffing issues, performance measures, and call statistics

Provides input on forecast projections and staffing requirements

Maintain eWorkforce Management database

Perform other duties as requested by supervisor


PREFERRED QUALIFICATIONS
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 effectively
Ability to show judgment and initiative and to accomplish job duties
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 situations
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

Education
Bachelors degree in communications, business or related field or equivalent experience

Related Work Experience
2+ years Workforce Management scheduling and forecasting software
2+ years Inbound Contact Center environment experience
Multi-channel Contact Center Management experience preferred

WORKING CONDITIONS
Office environment with 24 hour service capability

EOE Race/Sex/Vet/Disability
Charter is an equal opportunity employer that complies with the laws and regulations set forth in the following EEO Is the Law poster: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf
Charter is committed to diversity, and values the ways in which we are different