Workforce Management Specialist

Summary:

The Workforce Management Specialist is involved in non-complex analysis and resolution of workforce scheduling issues. They are responsible for day to day dialer maintenance and scheduling issues. They will be tasked with alerting all pertinent parties for IT/Telecom issues, break/lunch/aux adherence issues and for pausing/starting campaigns. This person is the front line for dialer issues and will work hand in hand with IEX/NICE systems. May identify need for improvement to existing work processes.

Note: This is a remote role. The preferred schedule for this position is from 5:00 am to 4:00 pm AZ time.

General Responsibilities:

Responsibilities are applicable based on the position focus/channel:

• Serve as the first point of contact for agents experiencing IT/Telcom issues. This includes capturing issues on trouble tickets, functioning as a liaison with IT and ensuring issues are resolved in a timely fashion.
• Responds to diagnoses and resolves less complex phone/computer issues and routine inquiries. Updates, revises and adjusts system as necessary.
• Continuously monitors dialer, including real time call volume to ensure client expectation are met and optimal performance is delivered.
• Tracks, inputs and documents all employee information which impacts scheduling and performance, such as sick, vacation and other time off the phones. This includes notifying management when agents do not adhere to schedule, adjusting system to reflect changes and updating schedules as needed.
• Assists in analyzing statistics and performance, highlighting potential problem areas and suggesting solutions

General Qualifications:

• 4-year degree from an accredited institution in IT/Telco or equivalent discipline OR appropriate combination of experience and education
• Experience/ability to demonstrate understanding of call center processes and procedures.
• Technical hands on experience supporting MS office, outlook, printers and users. General hardware and software trouble shooting ability.
• Skills in the following areas; problem solving, logical analysis, trouble shooting, diagnostic abilities, organization, prioritization, attention to detail, customer satisfaction and quality orientation, and interpersonal skills. Ability to interact effectively and work collaboratively with all organizational levels.
• Experience in the higher education and/or call center industry preferred

Supervisory Responsibilities:

• None.

As required by the Colorado Equal Pay Transparency Act, Pearson provides a reasonable range of minimum compensation for roles that may be hired in Colorado. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific office location. For the state of Colorado only, the range of starting pay for this role is $23.00-$25.00 USD. This position is not bonus eligible, and information on benefits offered can be found on our benefits website: https://pearsonbenefitsus.com/

Learning is the most powerful force for change in the world. More than 20,000 Pearson employees deliver our products and services in nearly 200 countries, all working towards a common purpose – to help everyone achieve their potential through learning. We do that by providing high quality, digital content and learning experiences, as well as assessments and qualifications that help people build their skills and grow with the world around them. We are the world’s leading learning company. Learn more at pearsonplc.com.

Pearson believes that wherever learning flourishes, so do people. We are committed to being an anti-racist company in everything we do. We value the power of an inclusive culture and a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm, and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity, and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to a sustainable environment and workplace where talent can learn, grow, and thrive.

To learn more about Pearson’s commitment to a diverse and inclusive workforce, please click here: http://www.pearson.com/careers/diversity-and-inclusion.html

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be. All employment is decided based on qualifications, merit, and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status, or any other group protected by law.

Job: CUSTOMER SERVICE

Organization: Virtual Learning

Schedule: FULL\_TIME

Req ID: 6378