Workforce Management Admin

Charter Communications; Charlotte (NC); Sur place; USD 60 000 - 75 000; Plein temps

Résumé du poste

Charter Communications is seeking a Workforce Management Admin in Charlotte, NC to oversee scheduling, reporting and auditing for optimal service levels.

You will utilize eWorkforce tools to align resources with call volume, monitor adherence, manage absences and contribute to forecast planning. The role requires a Bachelor’s degree and 2+ years in WFM or contact center environments.

Qualifications

• Bachelor's degree in Communications, Business or related field, or equivalent experience.
• 2+ years of Workforce Management scheduling/forecasting software experience.
• 2+ years in inbound contact center environment.

Responsabilités

• Support efforts to simplify and enhance the customer experience.
• Use scheduling software to adjust shift coverage based on call volume and resource availability.
• Assist in overtime and voluntary time off management.
• Optimize break and lunch scheduling to efficiently staff centers.
• Monitor real-time adherence and call statistics; communicate with supervisors.
• Enter real-time exceptions into eWorkforce Management (absence, tardiness, etc.).
• Audit and maintain data integrity in eWorkforce and related databases.
• Monitor call volume to ensure adherence to scheduling and service level metrics.
• Liaise with staff regarding workforce management practices and initiatives.
• Update leadership on staffing issues and metrics; provide forecast input.

Connaissances

Data analysis

English communication

Problem solving

Prioritization

Confidentiality

Multi-tasking

Windows/PC skills

Independent work

Team collaboration

Scheduling software

Cable products knowledge

Formation

Bachelor's degree (Communications/Business/related)

Outils

Aspect eWorkforce Management

Real Time Adherence software

Description du poste

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.

The Workforce Management Admin is responsible for overseeing workforce management scheduling, reporting and auditing functions. This role will manage the resources required to meet optimal service level standards. It will also develop comprehensive reporting illustrating staffing and adherence effectiveness, and opportunities at individual, team, and center levels.

MAJOR DUTIES AND RESPONSIBILITIES

• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Utilize scheduling software to determine the proper shift coverage by adjusting center resources to accommodate changes in call volume/service activity or resource availability.
• Assist in the management of overtime and voluntary time off (VTO).
• Optimize break and lunch scheduling to efficiently staff centers.
• Monitor real-time adherence and call statistics and communicate with supervisors to ensure on-phone and off-phone activity is managed efficiently throughout the day.
• Monitor and track sick calls, tardiness, etc., entering real-time exceptions into eWorkforce Management (absence, tardiness, meetings, overtime, etc.).
• Manage benefit time accrual accounts in the Workforce Management software, establish thresholds and plan for both scheduled and unscheduled absences.
• Audit and maintain the integrity of data in eWorkforce Management and related databases.
• Monitor call volume and statistics to ensure adherence to scheduling and service level metrics.
• Liaise with staff regarding workforce management practices and initiatives.
• Update leadership on staffing issues, performance measures, and call statistics.
• Provide input on forecast projections and staffing requirements.
• Perform other duties as requested by supervisor.

WORKING CONDITIONS

• Office environment with 24 hour service capability

REQUIRED QUALIFICATIONS

Required Skills/Abilities and Knowledge

• Ability to read, write, speak and understand English
• Ability to analyze and interpret data
• Ability to communicate orally and in writing in a clear and straightforward manner
• Ability to communicate with all levels of management and company personnel
• Ability to handle multiple projects and tasks
• Ability to maintain confidentiality
• Ability to make decisions and solve problems while working under pressure
• Ability to prioritize and organize effectively
• Ability to show judgment and initiative and to accomplish job duties
• Ability to use personal computer and software applications (i.e. word processing, spreadsheet, etc.)
• Ability to work independently
• Ability to work with others to resolve problems, handle requests or situations
• Ability to use scheduling and workforce management software (e.g. Aspect eWorkforce Management and Real Time Adherence software)
• Knowledge of cable television products and services

Required Education

• Bachelor's degree in Communications, Business, related field, or equivalent experience

Required Related Work Experience and Number of Years

• Workforce Management scheduling and forecasting software experience - 2+
• Inbound Contact Center environment experience - 2+

PREFERRED QUALIFICATIONS

Preferred Related Work Experience and Number of Years

• Multi-channel Contact Center Management experience

Here, our employees don't just have jobs, they're building careers. That's why we offer a comprehensive pay and benefits package that rewards employees for their contributions to our success, supporting all aspects of their well-being at every stage of life.

A qualified applicant's criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.

Get to Know Us

Charter Communications provides superior communication and entertainment products for residential and business customers through the Spectrum brand. Our offerings include Spectrum Internet, TV, Mobile and Voice. Beyond our connectivity solutions, we also provide local news, programming and regional sports via Spectrum Networks and multiscreen advertising solutions via Spectrum Reach. When you join our team, you'll be keeping our customers connected to what matters most in 41 states across the U.S. Watch this video to learn more.

Grow Your Career Here

We're committed to growing a workforce that reflects the customers and communities we serve - providing opportunities for employment and advancement to all team members. Spectrum is an Equal Opportunity Employer, including job seekers with disabilities and veterans. Learn about Life at Spectrum.