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Workforce Scheduling & Intraday Specialist Job In North Chicago

Published 2020-06-30
Expires 2020-07-30
ID #113385810
Free
Workforce Scheduling & Intraday Specialist Job In North Chicago
United-states, Illinois, North Chicago,
Published June 30, 2020

Job details:

Job type: Full time
Contract type: Contract
Occupation: Workforce scheduling & intraday specialist


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Description

Title Workforce Scheduling Intraday Specialist Location North Chicago, IL Duration 6 Months+ Locals Preferred Description Responsible for managing contact center agent schedule management within the Workforce Management (WFM) team. This specialist supports the contact center WFM Team, Contact Center Agents, and Leadership with the goal of creating a remarkable impact for our patients and healthcare providers. Position will be responsible for ensuring the right resources are in the right place at the right time to reduce cost, support operational growth, and ensure the appropriate and productive utilization of contact center resources. Applicant will maintain and update agent schedules and support real time contact center operations. Responsibilities Support Contact Center Workforce Management (WFM) processes for intraday and intraweek scheduling activities to ensuring business goals, objectives, and service level agreements are satisfied bull Monitor and analyze call and activity volumes vs. available staff and optimize resource schedules to maintain contact center key performance indicators bull Maintain and update schedules for staff to ensure optimal coverage with the right resources, in the right place, at the right time bull Develop, analyze, and deliver WFM and Contact Center reports with lessons learned from prior dayweekmonth bull Maintain and adjust agent resource assignments ensuring they receive the right calls at the right time bull Review and approve agent time off and schedule change requests bull Research and analyze agent schedule adherence issuesconcerns and deliver suggestions for improvement bull Identify and communicate contact center improvement opportunities and support solution implementation as needed bull Deliver WFM and schedule adherence training to agents and support staff bull Support contact center application troubleshooting and coordinate resolution bull Engage management team and influence planning and schedule change needs bull Support WFM Team in forecasting call volumes, headcount and planning bull Identify and influence appropriate contact center resource headcount requirements Qualifications bull Prior medium to large call-center experience required bull Prior WFM administrative and real-time scheduling support bull High school diploma or GED equivalent required bull Requires skills in all the following a) Establishing resource schedules b) Supporting intraday real-time scheduling activities c) Identifying and delivering real-time schedule staffing decisions d) Developing, analyzing, and delivering WFM and contact center reports e) Maintaining and administering the WFM platform bull Ability to communicate in a clear and professional manner (both written and verbal) to all levels of management bull Experience training individuals or groups on new concepts and processes bull Experience coaching agents to drive performance improvement bull Ability to influence and lead others without direct authority bull Innovative problem solver with an attention to detail and a focus on accuracy bull Forecasting experience Required bull Experience with WFM platforms preferred bull Experience working in the pharmaceutical, pharmacy, healthcare or insurance industries preferred bull College degree preferred bull Virtual Observer CSI preferred

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    Dynamic Enterprise Solutions Inc
    Private person
    Registered on 7. Oct 2017
    Contact employer No phone nuxxxx

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    Dynamic Enterprise Solutions Inc
    Private person
    Registered on October 7, 2017

    Category info:

    Business administration is a wide field that incorporates many types of management positions. From major corporations to independent businesses, every operation needs skilled administrators in order to succeed. Motivated, organized personalities will thrive in business, where environments are often high-powered. Knowing how to deal with stress will help you keep your cool—and keep your business in the black.


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