Workforce Management Specialist Job in Scottsdale 85258, Arizona US
The Workforce Management Specialist reports to the Manager, Workforce Management, and is responsible for real-time monitoring of call volumes, wait times, adherence to schedule and CMS Centre Vu to ensure all contractual service level requirements are met. The WFMS answers the attendance line calls and enter attendance events in the attendance database. This position also processes schedule, PTO and overtime requests as well as assisting with daily reporting and other administrative work as needed.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Monitor real-time conditions in Centre Vu supervisor to include call volume, ASA/Service levels, adherence to schedule and notify supervisors/team leaders aware when CCPs are out of adherence.
- Answer attendance line calls and/or retrieve messages and record occurrences in attendance database.
- Process all time-off requests and make representative notifications.
- Process all overtime requests and make representative notifications
- Create and maintain regular and ad-hoc reporting as assigned.
- Special projects as determined by the Manager of WFM.
- Other duties as assigned
- High School Diploma
- 1-2 years previous call center experience preferred.
- Knowledge of skill monitoring and maintenance.
- Strong written and verbal communication skills.
- Ability to be discreet and maintain a high degree of confidentiality.
- Expert knowledge of Microsoft Excel.
- Solid understanding of Workforce Management software (Blue Pumpkin, TCS, IEX) or demonstrated aptitude to learn the software.
- Strong analytical skills.
- Abiltiy to multi-task.
