Workforce Management Staffing Specialist

Workforce Management Staffing Specialist


Location: ?Holmdel,?NJ?07733


Job Category:? Customer Service and Call Center
Workforce Management Staffing Specialist

This position is responsible for providing key staffing and scheduling support to effectively operate the Customer Care contact centers serving all of Vonage and utilizing workforce management software to keep call volume and average handle time forecasting patterns up to date

Contributing member of the Call Center Workforce Team who will manage multi-site short term scheduling (including daily/weekly schedule modification of existing schedules) and staffing coordination. Responsibilities include, utilization of workforce management software, call management soft ware, analyzing service level results, and making recommendations for improved productivity

ESSENTIAL DUTIES & RESPONSIBILITIES:
1. Uses the Workforce Management system and ACD reporting tools to analyze intra-day/daily service level performance as it relates to forecast accuracy of call volume, AHT, staffing, etc. and recommends/initiates real-time corrective actions (i.e. cancellation/increase of off-line time, management of Overtime hours needed, break/lunch moves, etc. to ensure Service Level success.
2. Administration of the Workforce Management and ACD systems including agent schedules, skills, priorities, set-up and maintenance of groups, dictionary, etc.
3. Real-time management of exceptions, schedule/skill changes to ensure optimal service levels
4. Short-term planning & schedule management to ensure optimal utilization of call center resources including week-to-week vacation management, shift coverage/swaps, optimization of breaks, lunches, training and all off-line time.
5. Facilitation/administration of weekly planning process & meetings including prioritization and approval of all off-line activities in the call center (planned/actual shrinkage,) creation of weekly planning reports, etc.
6. Participation/Facilitation of daily leadership team huddles to review service results and revision of the daily recovery/success strategy
7. Partners with Call Center Operations Managers, Supervisors and staff to ensure their understanding and management of Service Level objectives and processes through presentations/training classes.
8. Ensures that all short-term reporting is accurate and completed in a timely manner
9. Performs other duties as assigned.


MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:
1. Minimum 6 months experience in a call center working as a scheduling and/or real-time management coordinator using Workforce Management software (preferably Aspect TCS) and Call Management software (preferably Avaya/CMS) is required.
2. Experience with Microsoft Office (Word, Excel, etc.) and Microsoft Outlook required.
3. College degree or equivalent experience.
4. A high level of analytical and technical skills required to interpret and analyze system data.
5. Professional verbal and written communication skills
6. Ability to communicate with discretion and professionalism, understanding when confidentiality is needed.
7. Ability to persuasively communicate ideas to other area managers and senior management.
8. Ability to meet deadlines and complete task with minimal supervision
9. Strong problem-solving skills and ability to multi-task