WORKFORCE SPECIALIST

TAS United is hiring a Workforce Specialist!

TAS United is a fast-growing telecommunications company that delivers live and automated call processing solutions for both medical and commercial clients 24/7/365. As an IT Support Technician at TAS United, you will help create and sustain a well-functioning and reliable network environment to provide a stable work environment. Working closely with employees of the offices, you will be the first line of defense in troubleshooting and diagnostics.

Thie Workforce Specialist will support the Workforce Management Leader with making recommendations and implementing operational improvements as well as ensure adherence to operational practices and procedures. This position is responsible for operations and monitoring of workforce management systems.

Responsibilities/Duties Include:
Manages real-time inbound call traffic to ensure that abandonment rates are minimized, efficiency is maximized, and all service levels are met consistently
Assists with managing timecard adjustments and time off requests for the Operations staff
Analyzes all activities in the post day period, recommends action plans to strengthen results, and monitors the implementation of activities to achieve those results
Develops and administers break and lunch schedules
Advises leadership team on optimal times to conduct off-the-phone activities, trainings, and meetings with operators
Ensures adequate coverage across all hours and shifts for all call types
Hosts real time management meetings daily with shift leaders to review staffing deficits/surpluses and previous days performance
Performs other duties as assigned

Experience with workforce management and forecasting in a high-volume contact center preferred
Solid analytical skills and ability to interpret data
Advanced proficiency with MS Word and Excel to create, modify and send documents
Acute sense of urgency
Ability to work well with others to resolve problems, handle requests or situations
Strong time management skills and organizational skills
Uses sound judgement and initiative to accomplish job duties
Must be able to work under pressure and solve problems expediently under those conditions