The SpectrumWorkforce Management - Sales & Marketing Coordinator I is responsible for the Flex scheduling, PTO, OOSA, VTO, and OT administration in eWFM.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience
Assist in administration of flex scheduling, schedule slides & swaps, and other administration through utilization of workforce management software (Aspect eWorkforce Management Software)
Coordinate real-time scheduling of team meetings, supervisor coaching sessions, training, and other scheduled off-phone activity.
Assist in monitoring of sick calls, tardiness, etc., entering real-time exceptions into Aspect eWorkforce Management (absence, tardiness, meetings, overtime, etc.)
Support WFM Administrators and WFM Staffing Analysts on special projects.
Forecast potential over-staffing/under-staffing conditions and adjust real-time staffing based on Call Center needs
Monitor intra-day call volume to outsourcers to ensure load balancing and compliance to forecast agreements
Assist Workforce Administrator in administration of overtime and voluntary time off (VTO) programs
Perform other duties as requested by manager.
Skills/Abilities and Knowledge
Ability to analyze and interpret data
Ability to communicate orally and in writing in a clear and straightforward manner
Ability to communicate with all levels of management and company personnel
Ability to handle multiple projects and tasks
Ability to maintain confidentiality
Ability to make decisions and solve problems while working under pressure
Ability to prioritize and organize effectively
Ability to show judgment and initiative and to accomplish job duties
Ability to use personal computer
Proficient in using Microsoft Office software applications (including MS Word, Excel, etc.)
Ability to work independently
Ability to work with others to resolve problems, handle requests or situations
Ability to use scheduling and workforce management software (e.g. Aspect eWorkforce Management's tracking module and Real Time Adherence Software)
Knowledge of cable television products and services
Flexibility with work schedule required (weekend, early morning, or night shift)
High School Diploma or recognized equivalent
Related Work Experience
1 year: Call center (in-bound) experience
Office environment with 24-hour service capability
We guarantee that you will
get more job interviews
in 30 days after using our resume writing services or we will rewrite
your resume for free.