Workforce Management Administrator

Summary/Responsibilities: 

Responsible for daily/weekly/monthly administration of the workforce management system, to ensure all call centers in direct sales are properly staffed to manage inbound/outbound calls in an efficient a productive manner.

 

? Projects staffing required to meet service levels
? Forecasts both short and long-term call volumes and staffing needs
? Analyzes call volumes and patterns and reports forecast and actual performance for sites and/or call handling groups, and maintains other information needed for accurate forecasting
? Plans for special impact of response to holidays, letter campaigns, blasting, acquisitions, etc., and gathers information from other parts of the organization to identify these impacts
? Generates reports
? Analyzes call trends and makes recommendations to management
? Uses WorkForce tracking tools to maintain information on employee activity and status, including schedule assignments, and absences, meetings and other schedule exceptions
? Provides information needed to evaluate requests for schedule alterations or exceptions
? Uses the WorkForce software and TCS reporting tools to analyze accuracy of forecast workloads, staffing requirements and staff scheduled, as well as actual staffing and service levels
? Provides cost and benefit analysis to management
? Uses the WorkForce software and TCS reporting tools to monitor real-time workloads, staffing requirements and staff scheduled, as well as actual staffing and service levels
? Implements established procedures to maintain required service levels and achieve other call center goals
? Notifies management of unusual conditions, emergencies, or other circumstances that warrant management attention
? Responds to supervisory and managerial requests for information regarding real-time conditions within the call center
? Reports on results achieved and documents any measures implemented during each shift

 

Qualifications:

? At least 2 years experience in a call center working as a forecasting or scheduling analyst for a 100+ seat call center, using TCS software.
? At least 3 years experience as a financial or reporting analyst in a call center environment, using TCS call volume and staffing information for analysis.


The ideal candidate will have:

~Call Center Management experience~Avaya CMS experience~Workforce Planning TCS and e-schedule planner experience~Outbound Dialer experience