Workforce Agent Administrator

This job is responsible for….

Creating and maintaining agent records within various Workforce Management tools and reporting for each client and/or client groups using forecast staffing requirements and sourcing plans.

• Track all customer care new hire employee information records through multiple channels including Workday reports, SharePoint site, Excel files and email communications.
• Create and maintain Global Housing Customer Care Agent’s Employee record in eWFM Group Assignments for FTE tracking and reporting.
• Create and maintain Global Housing Customer Care Agent’s eWFM -WFO User Account and assign Security Profile and Employee Filter.
• Assign and maintain eGain’s Agent Teams, Group Teams, and Parameter Sets.
• Update eWFM Trial Schedule Manager to track assigned and unassigned Schedules according to staffing plan.
• Process Agent Status Forms to update eWFM, eGain and other employee records to support schedule and/or employee status updates.
• Maintain eWFM Trial and Official Schedules for various Staff Groups.
• Identify and maintain compliance with any regulations, rules or agreements that affect scheduling.
• Compile agent schedule data to provide Schedule Compliance Reporting to Operations and Leaders.
• Identify needed schedules for projected hiring to assist Staffing Analysis process.
• Develop analyses that identify opportunities for changes that will improve operational efficiency, consistency of results, and/or employee satisfaction.
• Complete various reporting requests.
• Maintains confidentiality.
• Support the Staffing Analysis process.