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Job Details

Workforce Management Admin

Location
San Diego, CA

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Responsible for managing the resources required to meet the service level standards of the center. Develop a comprehensive scheduling plan to coordinate all off-phone activity including team meetings, Supervisor coaching sessions and trainings. Responsible for administering shift bids and partnering with the National Planning team to develop shifts that improve customer satisfaction and Contact Center efficiency.MAJOR DUTIES AND RESPONSIBILITIESActively and consistently supports all efforts to simplify and enhance the customer experienceUtilizes scheduling software to determine the proper shift coverage by adjusting center resources to accommodate changes in call volume / service activity or resource availabilityAssist in administration of Contact Center shift bids and exception time scheduling by utilizing the Workforce Management software (Aspect eWorkforce software)Assists in the management of Overtime and Voluntary Time Off (VTO)Optimize break and lunch scheduling to efficiently staff Contact CentersManages benefit time accrual accounts in the Workforce Management software as well as establishing thresholds and planning for both scheduled and unscheduled absencesMonitors call volume and statistics to ensure adherence to Scheduling and Service Level metricsActs as a Contact Center liaison regarding Workforce Management practices and initiativesUpdates Contact Center Operational Leadership on staffing issues, performance measures, and call statisticsProvides input on forecast projections and staffing requirementsMaintain eWorkforce Management databasePerform other duties as requested by supervisorPREFERRED QUALIFICATIONSSkills / Abilities and KnowledgeAbility to read, write, speak and understand EnglishAbility to analyze and interpret dataAbility to communicate orally and in writing in a clear and straightforward mannerAbility to communicate with all levels of management and company personnelAbility to handle multiple projects and tasksAbility to maintain confidentialityAbility to make decisions and solve problems while working under pressureAbility to prioritize and organize effectivelyAbility to show judgment and initiative and to accomplish job dutiesAbility to use personal computer and software applications (i.e. word processing, spreadsheet, etc.)Ability to work independentlyAbility to work with others to resolve problems, handle requests or situationsAbility to use Scheduling and Workforce Management software (e.g. Aspect eWorkforce Management and Real Time Adherence software)Knowledge of cable television products and servicesEducationBachelors degree in communications, business or related field or equivalent experienceRelated Work Experience2 years Workforce Management scheduling and forecasting software2 years Inbound Contact Center environment experience Multi-channel Contact Center Management experience preferredWORKING CONDITIONSOffice environment with 24 hour service capabilityEOE Race/Sex/Vet/DisabilityCharter is an equal opportunity employer that complies with the laws and regulations set forth in the following EEO Is the Law poster: ****is committed to diversity, and values the ways in which we are different,employmentType:Full Time,identifier:223716BR,industry:Administrative/Clerical, Business Affairs/Development/Analysis, Customer Service, Operations/General, Strategic Planning, Telecommunications,title:Workforce Management Admin,url:****Diego,addressRegion:California,addressCountry:United States,streetAddress:10450 Pacific Center Ct,postalCode:}}}

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