Workforce Management Specialist

Job Summary
The position of WFM Specialist is responsible for real-time schedule management of Consumer Cellular call center employees. You will help ensure smooth operations throughout each day and update systems promptly and appropriately. Duties include but aren’t limited to:

Essential Duties and Responsibilities

• Enter staffing alerts and approve daily exceptions in real-time ensuring accurate same-day reporting.
• Update schedules in real-time and in advance ensuring compliance with local state/federal laws as needed.
• Produce historical reports throughout the day detailing service level and other key performance indicators.
• Process changes to reporting and tools as the business need dictates.
• Manage the inbound ticketing system to ensure WFM SLA is being met.
• Make Real-Time decisions to ensure that the site operations are in line with established service level goals.
• Adhere to attendance and punctuality standards as set forth in the employee handbook.
• Be objective, maintain confidentiality, and partner across departments to meet and exceed our department objectives.
• Additional duties and tasks assigned as needed.

Abilities Required

• Ability to prioritize assigned tasks.
• Proven strong interpersonal and communication skills with the ability to communicate effectively to all levels of staff in all departments.
• Strong MS Office applications skills, as well an aptitude to learn new applications quickly.
• Able to work weekends and change schedule occasionally.
• Be able to multitask between Lead, CMS and WFM software.

About Consumer Cellular
Consumer Cellular is the top-rated wireless provider that provides cell phones and no-contract service plans primarily to those 50 . Founded over 25 years ago on the belief that everyone should have affordable access to the safety and convenience of cellular service, they have become well known for their 100% U.S.-based, award-winning customer support. Consumer Cellular has been honored by J.D. Power as #1 in Customer Service among Value MVNOs, 17 Times in a Row, making it the Most Awarded Brand for wireless customer service. In 2024, the company was also ranked #1 in network coverage and customer satisfaction among wireless carriers from ACSI. Based on 2024 ACSI® Survey of customers rating their own Wireless Service Provider. ACSI and its logo are registered trademarks of the American Customer Satisfaction Index LLC. Learn more at theacsi.org. Additionally, the company has been ranked on the Inc. 5000 list 12 times. The company has been an approved AARP Provider for over 14 years and offers AARP members exclusive discounts on service. The Scottsdale, AZ. based company is privately held with 2985 employees and utilizes the nation's largest voice and data networks, which cover 99 percent of the U.S. population. Consumer Cellular's wireless phones and plans are sold nationwide at leading retailers such as Target and Walmart, as well as directly to consumers at ConsumerCellular.com or (888) 345-5509. For J.D. Power 2022 Wireless Customer Care Mobile Virtual Network Operator Study award information, visit jdpower.com/awards. For cellphone tutorials, features, applications, and company news, connect with Consumer Cellular on Facebook, Instagram, and Youtube.

Pay & Benefits Data (in accordance with the Equal Pay and Opportunities Act)

• Minimum Salary: $42,000
• Maximum Salary: $52,500

This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors. Our Talent Acquisition team are able to answer any additional questions you may have as you move through the selection process. As part of our Total Rewards package, Consumer Cellular, Inc. offers a broad range of Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, and emotional wellbeing.

• Competitive base pay with potential for shift differential, overtime and bonus pay
• Medical insurance (98% company-paid for full-time employee only coverage)
• Dental and Vision insurance (100% company-paid for full-time employee only coverage)
• 401(k) company match of 100% up to 6% of your pay
• Discounted Consumer Cellular wireless phone plan for employees
• Paid Time Off (PTO) available following a 30-day waiting period*
• 6 company-paid holidays plus 16 hours of floating holiday accrual per year
• Flexible Spending Accounts (FSA) for health care and dependent care expenses
• Life and AD&D insurance equal to 1x your annual earnings (100% company-paid)
• Long-Term Disability insurance (100% company-paid)
• Employee Assistance Program (100% company-paid)
• Education reimbursement
• Employee rewards program

• Accrue up to 40 hours in 1st year for hourly positions and up to 120 hours for salaried positions.
  

Pre-employment background check and drug screen is required.