This job has expired, please see additional jobs below
Workforce Management Specialist
Voya Financial
Windsor, CT, United States
Job Details - this job has expired, please see similar jobs below
As part of the application process, a candidate account is required to log in and view application(s). Please be sure to check email regularly for information regarding our employment process.
Profile Summary:
The workforce management analyst will provide real time and future dated scheduling and queue monitoring support across multiple call centers and digital support teams. Analysts are responsible for ensuring we are leveraging agents to meet business key performance indicators and leveraging capacity appropriately to focus on business directed initiatives such as training etc. Analysts are responsible for reviewing call center trends and assisting to prepare for possible unforeseen impacts. Must support and work with a wide array of leadership channels in a fast paced environment with ever changing directions.
Profile Responsibilities:
• Responsible for Scheduling all off phone activities
• Responsible for Skilling all contact center representatives
• Lead and facilitate daily huddles to go over performance and daily cadence
• Monitor queues closely for performance variances to IDP (expected FC VOL and FC AHT) to find and analyze drivers impacting those variances.
• Build collaborative relationships with all internal and external partners
• Assist in the troubleshooting all contact center issues.
• Perpetual multi-tasking, Working in multiple systems and watching multiple lines of business all day and communicating thru multiple channels
• The successful candidate will need to maintain a business-driven mindset by placing the customer first and demonstrating a sense of urgency at all times.
• Other duties as assigned
Experience & Education:
• At least 1-2 years of customer service in a call center
• Proficient in Microsoft Office suite
• Must be proficient in multi-tasking & priortizing
• Experience in contact center scheduling software (ie:IEX, Aspect)
• Proficient in contact center monitoring software(ie:Avaya CMS, Genesis Pulse)
• Previous Experience in Workforce Management Support is highly desirable but not required.
• Individual must be customer focused, self-motivated and enjoy working in a busy call center environment.
• Strong communication, analytical and organizational skills are necessary.
Critical Skills
At Voya, we have identified the following critical skills which are key to success in our culture:
• Customer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.
• Critical Thinking: Thoughtful process of analyzing data and problem solving data to reach a well-reasoned solution.
• Team Mentality: Partnering effectively to drive our culture and execute on our common goals.
• Business Acumen: Appreciation and understanding of the financial services industry in order to make sound business decisions.
• Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.
Learn more about Critical Skills.