The incumbent is responsible for supporting the Workforce Management process in the Customer Contact Center through the collection of exception information, entering of this information into the Kronos & Workforce Management system, and recordkeeping/file retention of all related documentation. Additionally this position supports the Contact Center management team by providing daily workforce capacity data and information as necessary.
MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES
20%-Enters Associate schedule exceptions into the Workforce management system to aide in the proper management and evaluation of contact center call handling resources
15%-Also enters exception data into Kronos to document time off, missed punches, or other time clock exceptions for Contact Center associates.
15%-Runs reports from Kronos & Workforce Management system as needed to support the Contact Center.
20%-Maintains records and files to support Kronos & Workforce management entries.
15%-Provides real time feed back to Contact Center management with regard to individual associate scheduling information
15%-Administers all Schedule and Shift Changes within the Customer Contact CenterAdministers all Schedule and Shift Changes within the Customer Contact Center
NATURE AND SCOPE
Position Reports to Senior Manager Sales and Service Center
Number of Direct Reports: 0
ENVIRONMENTAL JOB REQUIREMENTS
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Typically requires overnight travel less than 10% of the time.
Additional Environmental Job Requirements: MINIMUM QUALIFICATIONS
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
Additional Minimum Qualifications:
The knowledge, skills and abilities typically acquired through the completion of a high school diplomas and/or GED.
Years of Relevant Work Experience: 4 years
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
-Position deals with a variety of problems and sometime has to decide which answer is best. The question/issues are typically clear and requires determination of which answer (from a few choices) is the best.
Knowledge, Skills, Abilities and Competencies:
- Demonstrated ability to complete projects and assignments accurately, catching errors before completion, despite a large workload, competing demands and a fast paced environment
- Ability to set priorities, plan and coordinate work activities and obtain and manager resources so that work objectives are accomplished on time.
. Position deals with a variety of problems and sometime has to decide which answer is best. The question/issues are typically clear and requires determination of which answer (from a few choices) is the best.
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