What are the responsibilities and job description for the Remote Workforce Management Specialist position at Vets Hired?
SET THE COURSE
The Remote Workforce Management Specialist is expected to produce accurate staffing to meet service level goals provide management with strategic analysis and is responsible for monitoring realtime and historical performance of Contact Center volume. This position owns the process of creating and managing schedules including overtime requests and other duties associated with Guest Service agents.
BE THE ISLAND GUIDE
Deliver accurate forecasts used for peak and nonpeak planning of guest services staffing. This includes recommending creative solutions to deliver a great guest experience.
Maintain agent profiles in the Workforce Management database to ensure optimum productivity and operational results.
Demonstrate ability to analyze data shared with appropriate business partners.
Generate analyze and release schedules on a weekly basis.
Monitor daily call and multimedia volumes including call history and intraday trends and patterns.
Recommend realtime staffing level adjustments. This would include but is not limited to : breaks lunch offphone duties (training meetings huddles coaching sessions oneonones ending shifts early nonscheduled ATO VTO) to maximize efficiency and occupancy.
Help maintain call prompts in IVR.
Coordinate shift bid process including agent notification shift bid meetings and notification of the conclusion of the shift bid.
Monitor Guest Service queues throughout the day for agent state adherenceincluding agent early & late starts breaks and lunch.
Update all approved schedule changes.
TOOLS / SUPPLIES PROVIDED :
Two monitors with monitor stands
One laptop with power adapter
One keyboard
One mouse
One headset
One power strip
Ethernet cord
One camera
WiFi adapter for PC
ESSENTIALS FOR LIFE IN PARADISE
Minimum three years of applicable forecasting and analyst experience.
Proficient in Microsoft Office toolsincluding Outlook Word Excel PowerPoint.
Able to handle multiple projects in a fastpaced dynamic environment and meet critical deadlines.
Experience with and a solid understanding of WFM Contact Center tools and fundamentals. Preferred experience with Verint and NICE / inContact software.
Strong mathematical analytical communication and organizational skills.
Strong written and verbal communication skills.
Good leadership skills with the ability to work under minimal supervision.
Reliable internet connection : Minimum of 50 Mbps (dedicated to employee) download speed.
Quiet secured space free from distractions.
WFH (Work From Home) is not a suitable solution for the care of loved ones friends or animals.
Key Skills
General Insurance,Corporate Sales,Cost Estimation,Benefits & Compensation,Heavy Equipment,AC Maintenance
Employment Type : Full Time
Vacancy : 1
