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2016-09-08 08:42:49
Primary Duties And Responsibilities
Key Skills:
Workforce Management Analyst Loc: Warrendale, PA
2016-09-08 08:42:49
Job Type:
Full Time only
Budget $: 100,000 - 200,000
Budget $: 100,000 - 200,000
Primary Duties And Responsibilities
- Monitor real-time adherence and call flow of daily operations.Identify real time opportunities for training time, queue follow ups, and misc. department objectives.Add, adjust or remove schedule changes/events within the scheduling system.
- Assist with daily/weekly/monthly reporting of agent performance, productivity and phone statistics.
- Identify, suggest and implement scheduling adjustments that support the department in meeting overall service goals on a daily, weekly and monthly basis.
- Assist with call volume forecasts to develop work schedules in a multi-skill environment.
- Assist with vacation planning and other time off allowances.
- Communicate pertinent data to all levels of management and co-workers regarding the operational status of the call center.
- Avaya, Rockwell or Aspect call center management software experience.
- Background with Witness/Blue Pumpkin or other Workforce software.
- Working knowledge and understanding of call center operations, terminology, definitions, call center calculations, and common practices.
- Advanced PC skills and proven ability with Microsoft Excel, Word, and Access.
- Strong communication skills with the ability to convey need, urgency and resolution.
- Ability to be objective, maintain confidentiality and partner across GPS departments to meet and exceed our department objectives.
- Detail oriented and willingness to learn.
- Must be available to work a shift that includes weekday and weekend days.
Key Skills:
