Workforce Mgmt Care Coord I

Client Reference Code: 193730
JOB SUMMARY
Responsible for the real-time and intra-day monitoring and tracking of call volume, agent schedules and all off-phone activity for Charter contact centers.


MAJOR DUTIES AND RESPONSIBILIIES

Contribute to the Company vision of being the industry leader in customer service through
quality, commitment, courtesy and teamwork

Assist in administration of schedule adherence, exception time management and real-time call routing through utilization of workforce management software (Aspect eWorkforce Management Software)

Coordinate real-time scheduling of team meetings, supervisor coaching sessions, training, and other scheduled off-phone activity

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

Assist Workforce Administrator in administration of overtime and voluntary time off (VTO) programs

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

WORKING CONDITIONS
Office environment with 24-hour service capability
Job Code : TWCCWF100 Workforce Mgmt Care Coord I Nonexempt

193730BR