Description:
Position Summary
Coordinates and facilitates workforce activities for the CS&S Process. Works with the Centers to create, review and adjust daily and 1/2 hourly forecasted volumes and handle times to achieve optimal staffing, Service level, ASA and Occupancy performance. Coordinates and facilitates ongoing improvements to Workforce Scheduling techniques, planning, analysis and reporting. Maintains and administers Workforce Systems and Processes. Assists CS&S and the Contact Centers to implement new scheduling tools and software.
Key Duties / Responsibilities
Performs advanced scheduling, tracking, forecasting and analyzing for the CS&S Process. (25%)
Monitors intraday, daily, weekly and monthly Workforce including all staffing, Service levels, ASA and Occupancy goals, service levels and staffing. (20%)
Ensures the standardization and consistency of Workforce processes and in ongoing improvements, enhancements and techniques to those processes within CS&S. (15%)
Works with Center Workforce Analysts in problem-solving and issue resolution. (10%)
Monitors and standardizes the use of Agent Productivity to measure and analyze Specialists schedule efficiencies. Works with Center leadership to help identify the most and least productive Specialists for training, coaching and employee incentive and rewards programs. (5%)
Performs system administration duties as needed for the Aspect eWorkforce Management system, eSchedule Planer Web and IVR, Real Time Adherence, etc. helps to manage future upgrades and installation of advanced eWorkforce Management modules. Helps to maintain the system, including user access and system performance. (5%)
Promotes and fosters growth within the Workforce Scheduling Department by providing opportunities for learning and development. (5%)
Analyzes and identifies opportunities within the workforce Departments and provides real time information and solutions to the Workforce Manager and CS&S Process. Coordinates the consistence of workforce guidelines and best practices across all CS&S Centers (10%)
Leads or facilitates Corporate level Project, teams and initiatives.
Qualifications:
Education & Knowledge Required
Bachelor’s degree or equivalent work experience.
Minimum of 5 years of experience in a call center environment.
Minimum 3 years forecasting and creating Specialists’ work schedules. Minimum of 3 years of experience with workforce scheduling systems, preferably eWorkforce Management (Aspect). PE and project management skills. problem resolution and analytical skills. Math skills required. Must be detailed oriented, proficient in Microsoft Excel and have discipline to work in a fast moving environment.
Application Instructions:
To apply go to harlandclarke.com/careers Enter job ID 16365 or contact Avelina Sauceda at Avelina.sauceda@hardlandclarke.com