Workforce Management Administrator

Company: SPECTRUM
Location: Charlotte
Posted on: November 22, 2021

Job Description:

JOB SUMMARY
The Spectrum Workforce Management Administrator is responsible for overseeing workforce management scheduling, reporting and auditing functions. Manage the resources required to meet optimal service level standards. Develop comprehensive reporting illustrating staffing and adherence effectiveness and opportunities at individual, team, and center levels.

MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience

Utilize scheduling software to determine the proper shift coverage by adjusting center resources to accommodate changes in call volume/service activity or resource availability

Assist in the management of overtime and voluntary time off (VTO)

Optimize break and lunch scheduling to efficiently staff centers

Monitor real-time adherence and call statistics and communicate with supervisors to ensure on-phone and off-phone activity is managed efficiently throughout the day

Monitor/track sick calls, tardiness, etc., entering real-time exceptions into eWorkforce Management (absence, tardiness, meetings, overtime, etc.)

Manage benefit time accrual accounts in the Workforce Management software, establish thresholds and plan for both scheduled and unscheduled absences

Audit and maintain the integrity of data in eWorkforce Management and related databases

Monitor call volume and statistics to ensure adherence to scheduling and service level metrics

Liaise with staff regarding workforce management practices and initiatives

Update leadership on staffing issues, performance measures, and call statistics

Provide input on forecast projections and staffing requirements

Perform other duties as requested by supervisor

REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English

• Ability to analyze and interpret data
• Ability to communicate orally and in writing in a clear and straightforward manner
• Ability to communicate with all levels of management and company personnel
• Ability to handle multiple projects and tasks
• Ability to maintain confidentiality
• Ability to make decisions and solve problems while working under pressure
• Ability to prioritize and organize effectively
• Ability to show judgment and initiative and to accomplish job duties
• Ability to use personal computer and software applications (i.e. word processing, spreadsheet, etc.)
• Ability to work independently
• Ability to work with others to resolve problems, handle requests or situations
• Ability to use scheduling and workforce management software (e.g. Aspect eWorkforce Management and Real Time Adherence software)
• Knowledge of cable television products and services
  Education
  Bachelor--s degree in Communications, Business or related field or equivalent experience
  
  Related Work Experience
  2+ years: Workforce Management scheduling and forecasting software experience
  2+ years: Inbound Contact Center environment experience
  Multi-channel Contact Center Management experience preferred
  
  WORKING CONDITIONS
  Office environment with 24 hour service capability CWF370 296895-2 296895BR

Keywords: SPECTRUM, Charlotte , Workforce Management Administrator, Executive , Charlotte, North Carolina