Oss Workforce Specialist

**Essential Duties and Responsibilities **include the following (other duties may be assigned).
- Analyze and forecast real-time patterns for multiple agent skills associated with varying interaction types to drive efficiency and productivity.
- Assist in creating staffing plans and employee schedules to meet forecasted demand.
- Coordinate the sensible implementation of staff scheduling requests including swaps, PTO approval, leaves of absence, etc.; working to maintain a balance between employee needs and volume demands.
- Work directly with WFM Supervisor, WFM Analyst(s), WFM Specialist(s).
- Perform daily, weekly, and monthly maintenance tasks in WFM system.
- Assist in making necessary staffing, WFM system, and phone system adjustments to meet daily, weekly, and monthly contact center goals.
- Responsible for maintaining a positive work environment by interacting with all employees in a respectful, professional manner.
- Adhere to expense expectations as defined by Senior Management
- Enforce and abide by all company policies and procedures as listed in the Employee Handbook and/or established by or directed by management.

**Requirements**:

- Strong attention to detail with effective time management skills and is independent.
- Minimum 1 years workforce management experience preferred
- Excellent problem-solving and analytical skills
- Excellent listening skills, patience, and enthusiasm
- Strong communication and teamwork skills
- Experience with data analysis preferred
- Ability to exercise initiative and make sound judgment.
- Integrity - it's about doing the right thing, all of the time.

**Education and/or Experience**

A minimum education level of a high school diploma or general education degree (GED). Prior Workforce Management experience is preferred.

**Language Skills**

Ability to read, write and comprehend simple instructions, short correspondence, and memos. We are always looking for individuals fluent in other languages

**Mathematical Skills**

The ability to process addition, subtraction, standard multiplication, division and percentages is required. We will be working with phone call/interaction statistics which are typically reported in decimals and percentages.

**Computer Skills**

The ability to multi-task while actively, accurately, and efficiently working in multiple computer programs is required. Experience with Microsoft Excel is required. Reporting software and SQL query experience is a plus but not required. Alvaria WFM software experience preferred but not required.

**Hours**

Our contact center is open 24 hours a day 7 days a week. The schedule of an individual will be identified based on business needs. Individuals must be flexible to work departmental needs including nights, weekends, and holidays. Potential hours Monday thru Friday 9am-6pm central, with possible rotating weekends.

Note: Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

**Behaviors**: Preferred
- Team Player: Works well as a member of a group
- Innovative: Consistently introduces new ideas and demonstrates original thinking
- Leader: Inspires teammates to follow them
- Enthusiastic: Shows intense and eager enjoyment and interest
- Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
- Dedicated: Devoted to a task or purpose with loyalty or integrity