Workforce Coordinator

Company: SPECTRUM
Location: Columbus
Posted on: January 13, 2021

Job Description:

JOB SUMMARYResponsible for the Real Time and intra-day monitoring and tracking of call volume, agent schedules and all off-phone activity for Charter contact centers. MAJOR DUTIES AND RESPONSIBILITIES Actively and consistently support all efforts to simplify and enhance the customer experience Assist in administration of schedule adherence, exception time management and Real Time call routing through utilization of workforce management software (Aspect eWorkforce Management Software) Coordinate Real Time scheduling of team meetings, supervisor coaching sessions, training, and other scheduled off-phone activityMonitor Real Time adherence and call statistics and communicate with Supervisors to ensure on-phone and off-phone activity is managed efficiently throughout the dayAssist in monitoring of sick calls, tardiness, etc., entering Real Time exceptions into Aspect eWorkforce Management (absence, tardiness, meetings, overtime, etc.)Generate and communicate off phone activity reports, staffing issues, performance measures, and call statistics to appropriate members of managementForecast potential over-staffing/under-staffing conditions and adjust Real Time staffing based on Call Center needsMonitor intra-day call volume to outsourcers to ensure load balancing and compliance to forecast agreementsAssist Workforce Administrator in administration of overtime and voluntary time off (VTO) programsPerform other duties as requested by supervisorREQUIRED QUALIFICATIONSSkills/Abilities and KnowledgeAbility to analyze and interpret dataAbility to communicate orally and in writing in a clear and straightforward mannerAbility to communicate with all levels of management and company personnelAbility to handle multiple projects and tasksAbility to maintain confidentialityAbility to make decisions and solve problems while working under pressureAbility to prioritize and organize effectivelyAbility to show judgment and initiative and to accomplish job dutiesAbility to use personal computerProficient in using Microsoft Office software applications (including MS Word, Excel, etc.)Ability to work independentlyAbility to work with others to resolve problems, handle requests or situationsAbility to use scheduling and workforce management software (eg Aspect eWorkforce Management's tracking module and Real Time Adherence Software)Knowledge of cable television products and servicesFlexibility with work schedule required (weekend, early morning, or night shift)EducationHigh School Diploma or recognized equivalentCollege-level course work in Algebra and StatisticsRelated Work Experience Number Of YearsCall center (in-bound) experience 1WORKING CONDITIONSOffice environment with 24-hour service capabilityFor more information on Spectrum's benefits, please click here .

Keywords: SPECTRUM, Columbus , Workforce Coordinator, Other , Columbus, Ohio