Workforce Management Specialist-Onsite

Western & Southern Financial Group•Fremont, MI

23h•Onsite

About The Position

Creates and manages schedules, scheduling analysis, real-time interaction management and reporting, in support of the GLIC Contact Center. Proactively monitors inbound and outbound interactions and manages defined surge plan. Works with minimal supervision and is responsible for making an established range of decisions, escalating to manager only when necessary and updating management on a regular basis.

Requirements

High School Diploma - Required
Associate's Degree Or relevant work experience - Required
1 year work experience in a call center or similar environment - Required
Demonstrated strong attention to detail with excellent organizational skills. Can cite examples of organization and time management methods used to manage or prioritize workload demands for self and others. - Required
Proven examples of experience working in a demanding environment with heavy volume and multiple tasks. - Required
Proven strong analytical skills, including demonstrated experience identifying and quantifying problems and providing effective resolutions. - Required
Proven ability to coordinate multiple projects/assignments simultaneously, while completing daily assigned tasks accurately and on time. Can cite examples of multitasking. - Required
Proven ability to apply principles of logical thinking to define problems, collect data, establish facts and draw conclusions. - Required
Demonstrated experience working effectively within a team. - Required
Demonstrated excellent verbal and written communication skills with ability to convey detailed information to internal and external clients in a clear, focused and concise manner while following proper rules of punctuation, diction and style. - Required
Experience with scheduling software - Required
Working knowledge of Window applications: Internet, Email - Required
Advanced proficiencies in Microsoft Excel, Teams, SharePoint - Required

Nice To Haves

3+ years of work experience in a call center - Preferred
Demonstrated experience maintaining a calm and professional demeanor when handling demanding situations. - Preferred
Working knowledge of NICE telephony platform - Preferred
Experience with short and long-term forecasting a plus - Preferred
Experience with spreadsheets and data application a plus - Preferred
SWPP Associate Certification in Managing Daily Staffing - Preferred

Responsibilities

Manage front-line representative scheduling requests, taking into consideration daily staffing, workflow coverage, and scheduled trainings and meetings.
Manage real-time inbound interaction traffic to ensure department service levels are met. This includes implementing and ensuring adherence to defined interaction surge plans, offering appropriate overtime or flex time.
Utilizes call center tools to oversee representatives' actual status use and performance compared to scheduled status and performance.
Monitor adherence to system status activity codes to ensure departmental service levels and maximize productivity; assists in the education of front-line representatives on the correct usage of status activity codes.
Maintains front-line representatives' attendance records and activity compliance and informs management of outliers.
Uses historical interaction data to manage intra-day staffing levels, and determines the most effective methods for developing, implementing and managing staffing adjustments.
Proactively informs leadership scheduling needs and anticipated changes.
Monitors and reviews daily production reports, researching and analyzing trends.
Partners with management to address workload balancing and resource allocation.
Prepares and maintains reports in support of the Contact Center performance metrics.
Provides ad hoc analysis of reports and provides information to leadership.
Proactively identifies opportunities for new reporting and modifications to existing reports.
Performs other duties as assigned.
Complies with all policies and standards.