Workforce Management Administrator in Muncie, IN at Lifetouch National School Studios Inc.

Date Posted: 4/6/2018

Job Snapshot

Job Description

Job Summary:

The Workforce Management Administrator is responsible for providing scheduling, forecasting and management of staffing ensuring customer expectations are met by analyzing and creating strategic staffing plans for inbound communications including call handling support, emails and live chat.

Primary Duties and Responsibilities:

  • Utilizes Workforce Management (WFM) software/applications, databases and business intelligence tools to develop projected future call volumes for intra-day, daily, weekly, monthly, seasonal and annual increments.
  • Assess workload history using tools that include averaging, time series analysis, data trending/de-trending, and weighted historical data to determine the time of day, day of week, day of month, monthly and seasonal patterns.
  • Captures, stores and reports on historical statistics (service level, occupancy, forecast accuracy, etc.).
  • Analyzes call volumes and patterns reporting forecast and actual performance for sites and/or call handling groups, and maintains other information needed for accurate forecasting.
  • Identifies contact volume trends and averages on a monthly, quarterly and seasonal basis including trends in case
  • Performs root cause analysis and provides recommendations for training and/or content changes to address trends.
  • Monitors real time queues, daily service levels and productivity adjusting schedules as necessary.
  • Defines technology (workforce management software) and team resource requirements to support desired business outcomes.
  • Manage ad-hoc requests in a timely manner, while maintaining a high degree of accuracy in reporting/
  • Oversees proactive scheduling of discretionary activities such as training, meetings and overtime.
  • Plan for special impact of response to advertising, promotions, acquisitions etc. and gathers information from other parts of the organization to identify these impacts.
  • Identifies and recommends solutions for operational and service problems based on historical volume and staffing analysis and future projections.
  • Eliminate excessive administrative time expended, frequent schedule changes, tracking adherence, attendance, excessive CSR idle time and high CSR turn-over.
  • Develop and implement best practices and processes in planning activities, real-time monitoring and management procedures.
  • Develop and manage service processes that involve routing changes (moving volume, changing messaging, etc.) and staff optimizations (implanting overtime and schedule modifications).
  • Manage telecom vendor relationship and facilitate the specification of all system enhancements.
  • Lead and participate in cross-functional activities such as requirements gathering and review, as well as user acceptance testing to ensure quality experiences.
  • Partners with Operations Management Team to meet service level and response time objectives across all business-lines.
  • Works in partnership with Human Resources, Training and Operations teams to coordinate the hiring and training of new employees, as well as the ongoing development and cross-training for existing employees.
  • Works with internal IT support and vendor technical support, as needed.
  • Drafts and maintains internal communications policies and procedures.
  • Actively participate in and contribute to staff meetings, training and team initiatives.
  • Develops and manages direct report staff.

Additional Duties and Responsibilities:

  • Performs other projects or miscellaneous duties as requested or assigned.

Education:

  • Bachelor's Degree in computer science, statistics, mathematics, finance, general business,
    accounting or a related field. Equivalent work experience may be substituted for educational
    requirements.

Experience:

  • Experience working with call center-based business model.
  • Demonstrated track record in identifying and implementing process improvement.
  • Experience with predictive dialer management platforms; preferred experience with Interactive Intelligence.
  • Demonstrated strong verbal, written, and presentations skills.
  • Demonstrated analytical skills.
  • Demonstrated ability to quickly learn new systems and processes.
  • Proven ability to assimilate multiple data points to make timely and actionable decisions.

Other (knowledge, skills, and abilities):

  • Ability to work under pressure and maintain sense of calm and good business judgement
  • Ability to work both independently and as part of a team
  • Proactive working style.
  • Detail oriented.
  • Proven ability to meet deadlines with accuracy.
  • Proven ability to multi-task.

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