Workforce Management Admin

Spectrum • Irving, TX

218d

About The Position

The Workforce Management Admin is responsible for overseeing workforce management scheduling, reporting and auditing functions. This role will manage the resources required to meet optimal service level standards. It will also develop comprehensive reporting illustrating staffing and adherence effectiveness, and opportunities at individual, team, and center levels. Actively and consistently support all efforts to simplify and enhance the customer experience. Utilize 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 the management of overtime and voluntary time off (VTO). Optimize break and lunch scheduling to efficiently staff centers. 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. Monitor and track sick calls, tardiness, etc., entering real-time exceptions into eWorkforce Management (absence, tardiness, meetings, overtime, etc.). Manage benefit time accrual accounts in the Workforce Management software, establish thresholds and plan for both scheduled and unscheduled absences. Audit and maintain the integrity of data in eWorkforce Management and related databases. Monitor call volume and statistics to ensure adherence to scheduling and service level metrics. Liaise with staff regarding workforce management practices and initiatives. Update leadership on staffing issues, performance measures, and call statistics. Provide input on forecast projections and staffing requirements. Perform other duties as requested by supervisor.

Requirements

• Ability to read, write, speak and understand English.
• Ability to analyze and interpret data.
• Ability to communicate orally and in writing clearly.
• Ability to communicate with all levels of management and personnel.
• Ability to handle multiple projects and tasks.
• Ability to maintain confidentiality.
• Ability to make decisions and solve problems under pressure.
• Ability to prioritize and organize effectively.
• Ability to show judgment and initiative.
• Ability to use personal computer and software applications.
• Ability to work independently and with others.
• Ability to use scheduling and workforce management software.
• Knowledge of cable television products and services.

Nice To Haves

• Multi-channel Contact Center Management experience.

Responsibilities

• Oversee workforce management scheduling, reporting, and auditing functions.
• Manage resources to meet optimal service level standards.
• Develop comprehensive reporting on staffing and adherence effectiveness.
• Support efforts to enhance the customer experience.
• Utilize scheduling software for shift coverage adjustments.
• Assist in managing overtime and voluntary time off (VTO).
• Optimize break and lunch scheduling.
• Monitor real-time adherence and call statistics.
• Communicate with supervisors regarding on-phone and off-phone activity.
• Track sick calls and tardiness, entering exceptions into eWorkforce Management.
• Manage benefit time accrual accounts.
• Audit and maintain data integrity in eWorkforce Management.
• Monitor call volume and statistics for adherence to metrics.
• Liaise with staff on workforce management practices.
• Update leadership on staffing issues and performance measures.
• Provide input on forecast projections and staffing requirements.
• Perform other duties as requested by supervisor.

Benefits

• Comprehensive pay and benefits package.
• Support for employee well-being.
• Equal opportunity for employment and advancement.

What This Job Offers

• Industry: Telecommunications
• Education Level: Bachelor's degree