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Workforce Monitor

Responsibilities:

  • Reviews and maintains all Queue report accuracy including but not limited to following areas: phone data and workforce tool system
  • Reviews and submits the workforce department reports on time
  • Participates in Real Time Monitoring of service levels and escalation of changes needed and technical issues
  • Assists in handling call routing tools to maximize opportunities in the call center as necessary
  • Processes employment change status in required timeframe
  • Reviews and assist in offline, time off and OT requests
  • Understands and clearly communicates staffing levels to management
  • Reviews volume and AHT patterns and makes adjustments as necessary
  • Ensures Database Maintenance and Reporting Accuracy
  • Performs other duties as needed

Requirements

  • Strong interpersonal skills, analytical skills, and problem solving
  • Prior experience with Workforce Management tools, eWFM preferred
  • Experience with RTA and knowledge of Cisco, Aspect , and/or Avaya
  • Proficient in MS Office, PowerPoint and strong Excel skills
  • Prior Workforce experience in a call center environment.
  • Ability to multi task, learn, and apply new skills
  • Possess excellent communication skills: listening, verbal and written
  • Exceptional customer service, people, and soft skills
  • Ability to work as a teammate and participate in ways to create an overall engaging environment Ability to manage, guide, and motivate team members to positively impact team performance
  • Strong empathy skills balanced with a business acumen
  • Strong written and verbal communication skills
  • Strong leadership and ability to own responsibility
  • Exceptional customer service, people, and soft skills
  • Good understanding of Call Center environment
  • Schedule flexibility is mandatory
  • Successful completion of Pre-Employment Criminal Background and Drug Screening


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