Workforce Management Intraday Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Implement the WFM intraday playbook to achieve established performance objectives and service level agreements.

• Oversee real-time adherence to schedules for care center associates, addressing outages, staffing shortages, and unforeseen events.

• Analyze data to pinpoint root causes of service level and occupancy issues.

• Monitor, update, and manage real-time agent activities within the scheduling tool.

• Track, act on, and report intraday service levels and occupancy metrics.

• Collaborate with Customer Care leadership to rectify schedule discrepancies.

• Assess and respond to real-time requests for offline activities, considering staffing levels and business requirements.

• Make immediate adjustments to Automatic Call Distribution and/or Customer Relationship Management profiles as necessary.

• Manage the associate call-in line or WFM mailbox, updating schedules to reflect attendance changes.

• Participate in or lead daily and weekly staffing review meetings.

• Stay informed on internal policies, procedures, and workforce management best practices.

• Maintain communication with both internal and external stakeholders.

• Carry out additional duties and assignments as assigned.

⛳️ Requirements

• A minimum of 3 years of experience in a call center or at least 2 years in workforce management is required.

• Familiarity with workforce management systems such as Aspect, IEX, or other related platforms.

• Proficient in Microsoft Excel and other Microsoft Office applications.

• Strong analytical abilities to recognize trends and leverage data insights.

• Exceptional time management, organizational, and prioritization skills.

• Capability to work both independently and collaboratively in a dynamic, high-pressure environment.

• Excellent written and verbal communication abilities.

• Proven flexibility and adaptability to evolving business needs.

• Ability to engage effectively with all organization levels.

• Regular, punctual, and consistent attendance is mandatory.

• Bachelor's degree preferred or equivalent professional experience.

• Prior experience with ACD reporting tools is advantageous.

🏝️ Benefits

• Medical/Vision, Dental, Retirement, and Paid Time Off.

• Life Insurance and Disability coverage.

• Merchandise Discounts and Employee Assistance Program resources.

• Eligibility for performance-based incentives and bonuses.

• 401k plan.

• Options for medical, vision, dental, life, and disability insurance.

• Accrual of Paid Time Off.

• Holiday pay.