Workforce Specialist

Primary Role

The Workforce Specialist plays a key role in ensuring call center service and sales goals are achieved through the management of scheduling, adherence and monitoring real-time activity. This role is responsible for real time volume and metrics monitoring, weekly and monthly scheduling, planning and making strategic recommendations to management identifying opportunities to maximize performance. Manage multiple staff and product groups to achieve critical metrics for an optimal customer experience (Service level, abandon call rate, schedule adherence, etc). Planning and optimizing the performance of the call center agents. Maintain employee and schedule updates in the workforce management system. Process schedule adjustment requests, compile performance reports, coordination of call center staffing between multiple products and locations including 3rd party vendors and partners.

Key Accountabilities

• Monitor real-time call flows, staffing adjustments and agent activity to achieve KPI performance goals.
• Manage staffing requirements for multiple products, staff groups, partners and vendors. Analyzes scheduling and tracks call volume and reviews historical trend data to determine the level of daily call activity.
• Recommend action plans to strengthen performance results, monitor the implementation, track performance, adjust as needed and conduct ongoing monitoring and adjust as volume and trends change to maintain optimal performance.
• Monitor and manage agent schedule adherence in a coordinated effort with operations.
• Analyze and administer scheduling optimization for the call center. This includes: meetings, training, overtime, shift trades, time off, projects, special events, etc.
• Manage technical issues (Escalate to technical support groups, track the issue through resolution, report on progress, impact and estimated time of resolution, adjust staffing as required).
• Provides support for ADHOC requests, reporting, and special projects.
• Workforce system updates: Employee information, maintain historical performance data, schedule updates and other updates as required to efficiently manage the staff and performance.
• Communicates and works with call center representatives, management, Human Resources, Marketing, Technical/Telephone Support, Partners, Vendors, etc.
• Workforce system user support: New hire agent training, Operations support and coordination of updates and system management with technology.
• Performs other related duties as required or assigned.

Knowledge/Skills

• Strong balance of quantitative and analytical abilities, communication, and interpersonal skills.
• Must be creative, responsive, resourceful, and adaptive in a dynamic environment.
• Skills in complex problem solving, judgment, critical thinking and decision making.
• Ability to work alone with minimal supervision and with others in a team environment.
• Ability to multi-task in a high-pressure environment and meet critical business deadlines.
• Designs and prepares reports (i.e., daily operating reports, adherence, call analysis, etc.) for senior management according to scheduled guidelines.
• Attention to detail and the ability to identify trends in service level performance and react to those trends.
• Creative approach to problem-solving with the ability to focus on details while simultaneously maintaining the “big picture-view”.
• Advanced proficiency and computer knowledge of Microsoft Office; Excel, Word, PowerPoint and Outlook.
• Verint workforce management suite.
• Cisco Automated call distribution software.
• Demonstrated knowledge interpreting data and information resulting in a recommended outcome.
• Strong knowledge and understanding of business need with the ability to establish/maintain high level of customer trust and confidence.
• Must have the aptitude and desire to learn new competencies and skills.

Experience/Education

• Associates degree in business administration, information technology or other related field of study.
• Equal years of work experience may be considered in lieu of degree.
• 2+ years of experience in Workforce or a related field
• Proven utilization of contact center technology and reporting tools for planning and forecasting including: Verint and Cisco.
• Experience in multi-site vendor call center management and work from home workforce
• Proven ability to effectively communicate and collaborate with all divisions within HOS and vendor partners.
• Experienced with historical performance trending analysis, queue management and reporting in a multi-queue and site configuration.

Travel Requirements

• 5%

Work Environment

• Office
• Must be available to work any shift any day.

Competencies