Customer Solution Center Workforce Management Analyst I
1 week ago
Job Summary
The Customer Solution Center Workforce Management (WFM) Analyst I is primarily responsible for real-time management of the call center queues, schedule maintenance and the management of exceptions.
Duties
Real-time monitoring and management of call center queues; to include, but not limited to: monitors for agent adherence to scheduled activities; excessive state durations; collaborates with call center leads and supervisors to manage agent behaviors; Recommend real-time schedule changes and identify efficiency opportunities. Skilling agents to respond to real time queue conditions and performing start and end of day skilling activities as assigned. (40%)
Optimizes scheduled breaks and lunches as resource requirements change, determine need for extra hours and/or leave early, assess availability for offline functions and approve/deny as required. Reviews and responds to schedule change requests. Updates schedules with last minute changes. Assists with the creation of all schedule runs and schedule bids/changes. (25%)
Uses established guidelines, process exception requests as submitted by call center agents and supervisors within the assigned timelines. Processes exceptions to schedules to support training, coaching and meeting requests while ensuring that there is adequate coverage for the call center queues. Evaluates and suggest alternate avenues for supporting off phone activities where queue coverage is limited. (25%)
Perform other duties as assigned. (10%)
Duties Continued
Education Required
High School Diploma/or High School Equivalency Certificate
Education Preferred
Associate's or Bachelor's Degree
Experience
Required:
At least 2 years of contact center experience including real time adherence.
Demonstrated experience finding multiple solutions to complex problems.
Experience and understanding of staffing, queues, and performance measurements.
Practical, hands-on experience with workforce management tools.
Preferred:
Experience in a multi-lingual, culturally-sensitive environment a plus.
Hands on experience with WFM Nice IEX Software. Contact center analytics and experience with queue monitoring software (Cisco)
Skills
Required :
Strong real time Analytical skills.
Ability to interpret WFM data to assist with determining staffing needs.
Intermediate computer proficiency, specifically Word and Excel.
Familiarity with call center terminology.
Superior customer service, communication, and problem–solving skills.
Proven ability to learn new tools, techniques and skills.
Proven ability to meet goals and deadlines.
Adept at managing multiple priorities and tasks in a fast-paced environment.
Licenses/Certifications Required
Licenses/Certifications Preferred
Required Training
Physical Requirements
Light
Additional Information
Salary Range Disclaimer: The expected pay range is based on many factors such as geography, experience, education, and the market. The range is subject to change. L.A. Care offers a wide range of benefits including Paid Time Off (PTO) Tuition Reimbursement Retirement Plans Medical, Dental and Vision Wellness Program Volunteer Time Off (VTO)-
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