This job has expired, please see additional jobs below
Workforce Coordinator II
Spectrum
Austin, TX, United States
Job Details - this job has expired, please see similar jobs below
Workforce Coordinator II (Spectrum Business)
Charter Communications currently seeks a Workforce Management Coordinator II for our Customer Care department in Austin, Texas. Below please find a brief description of the essential duties and responsibilities required to function successfully in this position.
Job Summary:
Responsible for various auditing, reporting and scheduling functions to support workforce management processes in Charter contact centers.
Essential Job Functions:
• 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:
• 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 & Experience:
• High School Diploma or recognized equivalent
• College-level course work in Algebra and Statistics
• 1 year of inbound call center experience
• 1 year of workforce management scheduling and forecasting software experience
Working Conditions:
• Office environment with 24-hour service capability