Care Center Work Force Administrator

Summary

The WFM Administrator is responsible for the daily efforts to provide a great customer and employee experience by effectively delivering real-time (intra-day) administration with the purpose of optimizing resources to achieve business objectives. Key responsibility will be to analyze and report on intraday, daily, and weekly staffing levels, staffing constraints such as absenteeism, attrition, contact volume trends, and other critical inputs to operating success.

Responsibilities

• Accountable for short- and long-term staffing functions such as creating new hire and shift selection schedules.
• Monitor all issues that impact service levels and take actions to resolve or reduce the impact and notify support teams as required.
• Support ad-hoc projects as required.

• Perform operational and oversight responsibilities as required to ensure all Service Level Agreements (SLA's) are met.
• Support the production, communication, & implementation of service level action plans.
• Monitor staffing levels against scheduled plan to efficiently handle incoming volumes at the prescribed service levels.
• Evaluate facts surrounding schedule adherence, scheduling, and workforce management functions including operational situations which can impact productivity such as tool or system outages.
• Analyze data to outline any reasons for under/over performance and recommend actions to improve performance.
• Run "what-if" scenarios for intraday staffing.
• Communication with managers/supervisors for issue resolution (can be virtual, telephonic, or face-to-face).
• Work with operational and support teams to effectively plan non-productive time (NPT).
• Develop relationships with leadership and workflow/capacity partners, to include sharing methods for process improvement.
• Work closely with leadership to identify "hot spots" and take appropriate actions to mitigate any impact.

• Lead by example through professional actions, behaviors, and communication.
• Partner with leadership team to enhance the employee experience and improve staff performance.
• Assist leadership with strategy development, providing thoughtful details, ideas, and concerns.
• Gather data from multiple technology systems.
• Analyze, consolidate, validate, enter, and track data.
• Audit data for accuracy and completion.
• Organize and maintain records and filing systems.
• Partner internally and externally with a positive and collaborative attitude and professional communication.
• Identify and escalate issues appropriately.
• Adhere to company policies, procedures, and expectations of confidentiality.
• Perform other duties as assigned.

Minimum requirements

• High school diploma or equivalent
• 2 year(s) experience in a contact center environment
• Business Manager ICBM experience preferred
• WFM Optimizer experience
• Time management and prioritization skills
• Computer skills including Microsoft Office suite: Word, Excel, and Power Point
• Professional verbal, non-verbal, and written communication skills
• Strong attention to detail and sense of urgency for successful multitasking
• Courteous yet courageous interpersonal skills
• Adaptability and resourceful thinking for potentially challenging or high stress situations
• Self and audience awareness