Reporting to the Director of Contact Center Services, the Workforce Management (WFM) Associate plays a critical role in administering department workforce activities. This responsibility includes scheduling the Customer Service Representatives (CSRs) in the CT Call Centers by utilizing intraday reports and productivity measurements. The objective is to balance staffing and service demands with overall departmental goals. This role requires excellent communication, effective resource management and timely issue resolution skills.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Effectively uses Workforce Management System (Five9, Community WFO) to monitor call volume, number of calls on hold, average speed to answer, and makes necessary changes to meet the Contact Center’s overall goals.
  • Adjusts existing intra-day schedules as needed, considering relevant factors (e.g., volume by queue, routine maintenance, department re-organizations) to ensure staffing for various phone/processing queues.
  • Reviews and approves real-time requests from CSRs and Team Leads regarding scheduling exceptions and/or changes (e.g., time away, training, meetings); communicates and updates resulting schedules in the Workforce Management System.
  • Tracks, identifies and communicates intra-day variations in volume and staffing projections. Provides recommendations for possible solutions in order to meet service level agreements.
  • Updates data in Workforce Management System (e.g., CSR schedules, skill sets, and call queues).
• Monitors scheduling adherence and reacts to real-time staffing needs
  • Monitors real-time associate adherence to schedule, identifying discrepancies and communicating to team leads/management as necessary.
  • Initiates escalation procedures when Key Performance Indicator (KPI) thresholds are exceeded.
  • Monitors intra-day outages, staffing shortages, and other unplanned events; communicates plan deviances to the Director of Contact Center Services and Contact Center Managers.
  • Monitors CSR call-in line and Workforce Management mailbox to update schedules and maintain accurate intra-day projections.
• Analyze, develop action plans and resolve service level issues.
• Review Key Performance Metrics and subsequent drivers, implementing actions for improvement.
• Runs reports out of Workforce Management System and provides data to client groups to answer business inquiries.

Qualifications

• Bachelor’s degree or equivalent experience, plus a minimum of 2 years relevant work force management experience.
• 3-5 years of experience in Workforce Management highly desirable, preferably in contact centers with 75+ employees.
• Experience with Workforce Management software (scheduling, performance tracking, reporting)
• Demonstrated strong analytical skills, with emphasis on forecasting.
• Ability and willingness to learn new software applications.
• Skills in complex problem solving, judgment, critical thinking and decision making.
• Must be highly organized with an emphasis on accuracy and timeliness.
• Must possess high attention to detail and accurately follow procedures.
• Ability to work alone with minimum supervision and with others in a team environment, occasionally under time pressure while working on several tasks at the same time.
• Ability to effectively communicate orally and in writing with co-workers, management team, other Departments, vendors, outside agencies, including being sensitive to professional ethics.
• Ability to sit the entire work day viewing a computer monitor.