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Director, Workforce Management
Comcast
Tucson, AZ, United States
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RESPONSIBILITIES
• Role would support teams located in our Tucson, Spokane, Denver, Philadelphia, and Southern New Jersey sites.
• Create agent scheduling parameters in Aspect's eWFM
• Provide scheduling parameters to the National Workforce Management team for universal scheduling
• Accept and/or create agent schedules to align with the National Workforce Management requirements
• Manage agent shift bids (create ranking based on operations input and manage the shift bid process)
• Assign schedules to new hires
• Adjust schedules (mini-bids) as needed to meet staffing requirements
• Establish off phone activity (OPA) plans to meet operational needs and line adherence requirements
• Work with the call center operations teams to achieve acceptable line adherence performance
• Manage agent schedule exceptions in Aspect's eWFM
• Identify agents who are not in the appropriate state real time and report those to operations
• Analyze service level or occupancy missed objectives daily
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary.
• Other duties and responsibilities as assigned.
REQUIREMENTS
• Bachelor's Degree or Equivalent
• Generally requires 10 plus years related experience
Comcast is an EOE/Veterans/Disabled/LGBT employer