Real Time Administrator, Workforce Management

Job Overview

JOB DETAILS

REQUIREMENTS

• 2-3 years minimum related experience preferred or equivalent combination of education and experience.
• Knowledge of telephony and WFM systems preferred, but not required.
• Strong knowledge of Microsoft Excel preferred; basic knowledge of Microsoft office applications (Outlook, Word) required.
• Time management and task prioritization; ability to work in a fast-paced environment with changing priorities.
• Detail-oriented, inquisitive, enjoys problem-solving.
• Proven ability to ‘roll up your sleeves’ and make a contribution quickly.
• Operates from a perspective of truly caring about and creating value for our clients (internal and external).
• Team player capable of working effectively and collaborating with people from a diversity of backgrounds and/or opinions.

RESPONSIBILITIES

• Monitor real-time demand and key performance metrics (i.e. ASA, Abandons, AHT) and proactively identify and communicate points of exposure
• Follow protocol to deploy resources according to plan, manage service levels, and apply un-planned AHA coverage as necessary in accordance with business priorities
• Monitor AHA activity and occupancy to proactively optimize staff productivity in and out of queue
• • Minimize the general over- and under-serving of accounts
  • Minimize fire-drills to recover service levels
• Communicate verbally and in writing with AHAs, management, and other departments as necessary to coordinate workforce deployment and schedules
• Update all weekly AHA schedule exceptions (i.e. OOO, meetings, projects, transfers, etc.) and support ad-hoc schedule requests
• Escalate systems-related issues, as appropriate

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