CES Real Time Specialist

UGI Corporation • Upper Merion Township, PA

7d • Onsite

About The Position

The Workforce Management Real-Time Specialist monitors inbound contact traffic and takes action to maintain efficient contact distribution based on skilled staff availability, meeting operational service level goals to ensure customers receive an excellent experience. The Real-Time Specialist has primary responsibility for alerting the Workforce Management Analyst(s) when incoming contacts are not meeting response standards. The Real-Time Specialist will produce, update, and maintain agent schedules which includes scheduling all off-phone events, and also enters exceptions for approved off-phone activity.

Requirements

• Must have applicable computer software knowledge.
• Must enjoy working with a large volume of employees at all levels.
• Strong analytical forecasting and reporting ability.
• Prioritization and multi-tasking skills.
• Strong verbal and written communication skills.
• High School education or GED.
• 2 years of previous contact center workforce management experience.

Responsibilities

• Monitors the real-time performance of all professionals to ensure they are working within the guidelines established, communicating any infractions using the existing call escalation process.
• Produces and updates professionals’ schedules, including permanent and temporary changes to scheduled work hours. Enters approved exceptions to professionals’ schedule for unscheduled off-phone activities. Updates approved time off requests to schedules.
• Generates various reports on professionals’ schedules, center performance, volumes, and other key business indicators.
• Keeps Workforce Management Analyst(s) immediately and fully informed on center activity which may include but is not limited to customer service levels, staffing needs or systems issues.
• May perform other related duties and responsibilities as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED