Offer summary

Qualifications:

Minimum of two years of experience in workforce management functions, specifically real-time management., Experience with WFM software and advanced knowledge of Excel and other Windows programs., Strong communication skills and ability to build relationships with internal teams and customers., Detail-oriented with the ability to multi-task and meet deadlines in a fast-paced environment..

Key responsibilities:

Monitor real-time performance and make intra-day adjustments to optimize resource efficiency.

Communicate with Program Success teams and clients to coordinate staffing adjustments based on current needs.

Update and distribute internal and external reports as per schedule.

Monitor external factors affecting call center performance and report issues for timely resolution.

Job description

Provide a great customer and agent experience by effectively delivering real-time (intra-day) schedule management with the purpose of optimizing resources to achieve business objectives, using a variety of communications technologies including chat rooms, webinars and email in a virtual environment. This is a full-time position with the following schedule: Mon-Fri 12pm - 8pm & Sat 7am - 2pm CST.

PRINCIPAL ACCOUNTABILITIES

Provide real-time monitoring via available tools and workforce management techniques to make intra-day adjustments to maximize resource efficiency and achieve service level goals / business objectives.
Maintain constant communication with Program Success teams and/or client to coordinate needed staffing adjustments based on current and forecasted results for any program/client we support via phone, email and multichannel chat programs.
Update internal and external reports per set schedule. Distribute time sensitive reports to correct recipients as instructed.
Monitor all external factors affecting call center performance including but not limited to, weather, large scale internet, power or system outages, virus, malware, ransomware and work stoppages affecting multiple or all agents and report those to the appropriate departments for timely resolution

Requirements

PLEASE NOTE: Although work is performed 100% virtually from home, eligible candidates must reside in one of the following states: Arkansas; Arizona, Florida, Indiana, Iowa, Michigan, Nebraska, North Carolina, Ohio, Tennessee, Texas, Wisconsin. Visa sponsorship is not available for this position.

Minimum of two years of experience performing WFM-related functions (specifically real-time management), preferably in a multi-department/site contact center environment.
Experience with WFM software that includes real-time adherence preferred.
Previous experience working in a virtual fast-paced call center environment preferred.
Advanced working knowledge of Excel and other Windows based programs (Word, PowerPoint, etc.) and ability to organize/analyze data in a structured manner. VBA, Formula, and Query writing knowledge preferred.
Competency communicating with all organizational levels and building strong relationships with internal teams and customers; working as a team player in a fast-paced environment.
Ability to multi-task, be very detail-oriented, meet deadlines and be accountable for performance.
Willingness and ability to take the initiative for learning, increasing knowledge and improving skills in a self-directed manner to improve performance and position added value.
Ability to use multiple monitors, keyboard/mouse and work at a computer for a large portion of the work period.
Ability to work proactively with minimal supervision.

Ability to work variable hours, which may include evenings and weekends. Working schedules are not permanent. Ability to log into workstation on time a must.
Exceptional attendance required.
Personal internet service provider required. Acceptable and secure home office environment required.
Ability to maintain company equipment.
Ability to learn, change and grow as fast as our technology does.

Benefits