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Workforce Management Specialist

Our Workforce Management Specialists (aka Call Center Schedulers) play a critical role in the scheduling and daily planning of our call center associates within Metronet’s Tech Support, Customer Care, and Sales Support teams to ensure that service levels can be met daily. A huge part of this role is scheduling breaks/lunches, monitoring hold times, attendance tracking, and running daily service reports. This is a role that requires someone with strong organizational skills, scheduling experience and understanding how to staff for peak times with strong written and verbal communication skills.

ESSENTIAL JOB FUNCTIONS:

• Tactical schedule management to maximize staffing resources and achieve service level objectives and limit staffing expenses
• Intraday management and response plan implementation to ensure schedule adherence, respond to unplanned call, staffing, and handle time variances
• Daily schedule and activity maintenance within WFM scheduling tools
• Provide trend analysis and feedback to Operations Leadership to improve call, handle time, and shrinkage forecasts
• Assist with daily, weekly, monthly, and ad-hoc reporting for management team, business partners, and key stakeholders
• Communicate daily with multiple lines of business to ensure active involvement in scheduling, tactical planning, and analysis

JOB QUALIFICATIONS AND REQUIREMENTS:

• Minimum of 3 years inbound call center experience preferred but not required.
• Must be proficient in MS Excel, and have a solid background in all MS Office products
• Proven communication across all levels including front-line associates, management, peers, and senior management
• Bachelor’s degree preferred, or equivalent work experience
• Flexibility – adaptable and flexible to work environment, including but not limited to working the hours required to meet business needs, multi-tasking, and easily adapting to changes with minimal notice
• Must be able to work weekends, evenings as required
• Excellent written, verbal, and interpersonal skills
• Strong organizational skills and follow-through

What we offer

An opportunity to fuel your passions. We offer full benefits package, Health, Vision, Dental with competitive pay and aggressive 401k match up to 6%. You will have an opportunity to put your brand on paper and leave your mark on the Telecomm industry as we continue to grow rapidly!

Metronet is an equal opportunity employer. We will not discriminate against any applicant or employee on the basis of sexual orientation, gender identity, race, gender, religion, age, national origin, color, disability, or veteran status. EOE/Minority/Female/Disabled/Veteran

Join us and find out what it means to love your career!
At Metronet, we are the nation’s largest independently own 100% Fiber Optic company founded in the Midwest. We are customer-focused and provide cutting-edge fiber optic communication services, including fiber internet and full-featured Fiber Phone. We have been growing communities since 2005 and have built networks in more than 250 cities across 16 states.

We are proudly recognized as a Top Diversity Employer by Diversity Jobs in 2022. We believe in our people by growing their talent, offering career paths, advancement opportunities and skill development.

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