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Workforce Management Care Coordinator II - Day of Job
Spectrum
Town and Country, MO, United States
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JOB SUMMARY
Responsible for various auditing, reporting and scheduling functions to support workforce management processes in Charter contact centers.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience
Assist in administration of schedule adherence, exception time management and real-time call routing through utilization of workforce management software (Aspect eWorkforce Management Software)
Perform quality auditing and reporting of attendance, performance and payroll data
Audit and maintain the integrity of data in Aspect eWorkforce Management and related databases
Assist Scheduling Administrator in the scheduling of team meetings, supervisor coaching sessions, training, and other scheduled off-phone activity, as well as overtime and voluntary time off
Act as backup coverage for Workforce Coordinators in their absence by handling the following responsibilities
Monitor real-time adherence and call statistics and communicate with Supervisors to ensure on-phone and off-phone activity is managed efficiently throughout the day
Assist in monitoring of sick calls, tardiness, etc., entering real-time exceptions into Aspect eWorkforce Management (absence, tardiness, meetings, overtime, etc.)
Generate and communicate off phone activity reports, staffing issues, performance measures, and call statistics to appropriate members of management
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
Perform other duties as requested by supervisor
REQUIRED QUALIFICATIONS
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)
Education
High School Diploma or recognized equivalent
College-level course work in Algebra and Statistics
Related Work Experience Number Of Years
Call center (in-bound) experience 1
Workforce management scheduling and forecasting software 1
WORKING CONDITIONS
Office environment with 24-hour service capability