Operations Assistant, Workforce Management

Vibrant Emotional Health

1d•$27 - $33•Remote

About The Position

The Operations Assistant is primarily responsible for monitoring and reporting on real-time queue performance, work states, and agent adherence while providing top tier service to our internal customers.

Requirements

Strong functional analytical skills (tracking, trending and interpreting results).
Process Improvement skills in a contact center environment.
Strong knowledge of Microsoft applications including Outlook, Excel with the ability to create and maintain databases.
Strong hands-on knowledge of workforce management tools and the ability to maintain them.
Ability to balance multiple priorities with little or no direction.
Ability to create well organized, accurate, and concise material and documentation for organizational use.
High school diploma/GED or above.
Associate degree or 2+ years of experience in a Contact Center.

Responsibilities

Monitor and react to fluctuations in staffing and call volume to maintain and quickly restore service level and ASA.
Monitor the attendance line to report on and accurately track absenteeism.
Prepare data for and regularly leads daily meetings with Supervisors to discuss current day’s performance.
Update schedules consistently and promptly to reflect real time and future changes (including time off, overtime, shift schedule variations, additions, modifications etc.).
Support WFM and Clinical Leadership to implement innovative labor management practices, in line with the needs of the business.
Utilize queue data to provide analytical support and recommendations for staffing resources to meet objectives.
Other duties as assigned.