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**About This Job**:The Workforce Management Specialist will provide operational support for inbound sales, outbound sales, customer service, and omni-channel functions.
This includes the real time monitoring of queues, creating department shift bids to ensure we always have the proper coverage, intraday performance reporting and analysis.
This role plays a key part in the Workforce Management team, as the Workforce Management Specialist should be the SME of their assigned line of business.
This role will be responsible for providing a bi-weekly analysis on service level outcomes as well as providing recommendations on how to improve service levels in the future.
The Workforce Management Specialist will be expected to understand why a service level degradation is occurring, what is being down about it, and they will need to escalate roadblocks to their management team.
**Responsibilities**:- Monitor overall call center performance and make real-time changes in schedules to achieve service level objectives.- Scheduling for all inbound, outbound, and omni-channel contact center agents using Excel and / or WFM system.- Manage departmental shift bids with the intent of optimizing our coverage.- Proactively work with leadership & the Command Center staff to exceed our service levels in the most cost-effective manner.- Provide bi-weekly analysis on service level outcomes over their line of business.
This should include recommendations on skill changes, skill prioritizations, trainings, and/or shift bids- Schedule events for occurrences such as training sessions, meetings, coaching sessions, department meetings, events, etc- Ensure segment entry in WFM occurs so that the official schedule editor is populated with the most current schedule exceptions- Maintain open lines of communication with all levels of the organization.
Communicate all pertinent information about day-to-day operations to the Command Center Supervisor.- Monitor the contact center to detect call avoidance or other systemic improvement opportunities.- Present service level outcomes, project statuses, scheduling efficiency, known challenges, and ultimately serve as an accountable party to a departments service level outcome.
The presentation would generally be delivered to the Command Center Supervisor, WFM Manager, and Executive Director of Workforce Optimization.- Other duties & tasks as requested.
**Requirements**:- 2+ years of call center experience including experience within roles requiring the management of complex enterprise level processes.- 2+ years' experience working within or directly with Workforce Management teams in an omni-channel environment.- Excellent organization, above-average multi-tasking, and demonstrated ability to work in a team- Demonstrated experience with intra-day performance, scheduling, and workforce management methodologies.- Understanding the sales call center dynamics as related to scheduling and service levels