Workforce Mgmt Rep 1

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SUMMARY OF POSITION Administer workforce management system including, but not limited to, assuring data integrity and real time interfaces are operational, updating the employee database, keying of employee exceptions, days off, and scheduling changes. Maintain various reports on Call Center statistics including CAE schedule compliance, CAE productivity, CAE Attendance, Call Center service levels, call volumes, etc. POSITION RESPONSIBILITIES
Handle user administration and data integrity audit functions: o Ensure a continuous data stream between scheduling software and ACD. Update historical Call Center information ensuring proper distributions of data.
Key CAE schedule changes into scheduling software.
Recommend changes to CAE multimedia communication display boards that promote motivational information and mission critical time sensitive communications.
Maintain reports created by management, assuring accuracy and timely distribution of information.
Assist with vacation approvals, time off requests, CAE's attendance, Corrective Action, etc.
Perform other duties as assigned by management.JOB REQUIREMENTS
One year Workforce Management experience with eWFM, TCS, or IEX system.
One year experience in a dynamic ACD environment, preferably in an inbound call center
Advanced working knowledge of Microsoft Outlook, Excel, Access and Word.
Proven analytical/statistical background with ability to perform quantitative/qualitative analysis.
Self-motivated with the demonstrated ability to work independently and take initiative.
Strong interpersonal skills with the ability to interact with all levels of management.
Excellent organizational skills with proven ability to balance multiple tasks.
Familiarity with ACD reporting structure and terminology; preferably with Aspect Switch.
Must be flexible and willing to work a rotational schedule, including evenings, weekends and overnight.
High school diploma or general equivalency degreeAbility to work overtime as needed.Punctual, regular and consistent attendance

Qualifications
Two to three years work experience in call center call volume management or related field. Must possess excellent organizational and project management skills. Knowledge of computer operations, office equipment and emerging call center technologies. Clear and concise oral and written communication skills. Analytical and reasoning skills. Ability to adjust in a rapidly changing and fast paced environment. Comcast is an Equal Employment Opportunity/Affirmative Action/Drug-free workplace employer.



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