What are the responsibilities and job description for the Workforce Manager position at Chime Solutions?
Overview:
Southlake Mall, 1000 Southlake Cir, Morrow, GA 30260
www.chimesolutions.com
Seeking Talented Team Members
People Are Our Passion
Join Our Team!
Empowering a Winning Culture
"Our mission is to a create grassroots company, where our associates are empowered to always act in the interest of our clients, share ideas and create distinctive customer experiences on behalf of our clients. We are accomplishing this goal by attracting people with positivte attitudes, great communication skills, and a willingness to learn and grow in a fun, entrepreneurial culture."
Mark Wilson, Chime Founder and CEO
Responsibilities: Position Summary: Forecasts, schedules, tracks, monitors, and reports the daily and monthly call center statistics. This includes, but is not limited to call center volumes, FTE schedule adherence, and service level achievement.
Position Requirements:
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Determines workforce requirements needed to meet customer service level agreements.
- Develops agent work schedules in a multi-shift, multi-skilled environment.
- Monitors real-time call center performance statistics, adding, adjusting, or removing schedules in conjunction with volume fluctuations.
- Identifies and researches service level risks for problem resolution and management notification.
- Communicates workforce management-related information to management, employees, and clients as needed.
- Gathers and inputs monthly score card information.
- Participates in workforce management meetings as required.
Other duties as assigned.
Qualifications: Essential skills and experience
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Bachelor’s Degree and two or more years of relevant WFM experience or an equivalent combination of education and experience.
- 2 years recent, hands-on experience in a call center with a high level of customer focus.
- Possesses the professional experience and aptitude to address escalated issues with a positive outcome.
- Proven experience analyzing, interpreting, and summarizing complex data as it relates to call center technologies.
- Experience with forecasting and scheduling predictions across all contact channels.
- Experience presenting reports, forecasts, trends and recommendations to the team and senior management.
- Ability to multi-task and manage multiple priorities and commitments concurrently.
- Must be a self-starter and have the ability to work independently.
- Superior oral and written communication skills.
- Knowledge and experience with call flow technologies and strategies.
Location: 1000 Southlake Mall # 201, Morrow, GA 30260
Job Type: Full-time