Workforce Management Admin

*Schedule is M-F (8am-5pm). Beginning the 2nd week in June, the schedule will change to Tues-Sat (8am-5pm).*JOB SUMMARYResponsible 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 RESPONSIBILITIESActively 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 e

Workforce 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 e

Workforce 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 QUALIFICATIONSSkills/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 e

Workforce 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 Experience2+ years Workforce Management scheduling and forecasting software experience2+ years Inbound Contact Center environment experience

Multi-channel Contact Center Management experience preferred

WORKING CONDITIONSOffice environment with 24 hour service capability

EOECharter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability CWF370 328609 328609

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