|Category||Customer Support/Client Care||Job type||Contractor|
|Salary||Up to $40,000|
Candidate will serve as Workforce Management Analyst in a Contact Center environment responsible for all WFM tasks.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Prepares intraday reports on staff attendance.
Reconciles attendance daily with employee timesheets against schedule and time in/time out reporting.
Manages changes to scheduling to ensure adequate daily resource coverage.
Communicate with management and operations team to ensure compliance with company standards.
Monitor attendance and schedule adherence.
Processes schedule trade requests for posted schedules
Processes management requests for modifications of scheduling events (meetings/training, etc.).
KNOWLEDGE, SKILLS AND ABILITIES:
Experience in Workforce Management, preferably in contact centers using Intra-Day.
Experience with Workforce Management software (scheduling, performance tracking, reporting)
Demonstrated strong analytical skills, with emphasis on forecasting.
Ability and willingness to learn new software applications.
Ability to be highly organized with an emphasis on accuracy and timeliness.
Ability to work alone with minimum supervision and with others in a team environment, occasionally under time pressure and on several tasks at the same time.
Ability to effectively communicate orally and in writing with co-workers and management team.
Ability to sit the entire work day viewing a computer monitor.
Ability to work occasionally evenings and weekends to meet deadlines. We are an equal employment opportunity employer and will consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, age (40 and over), gender identity, national origin, protected veteran status, disability or any other protected classification under federal and state law.
We are an Equal Employment Opportunity employer committed to excellence, diversity and inclusion.