Project/Position Introduction
The Workforce Management Specialist works with the call center leadership team to accurately forecast workforce needs, create effective schedules through various staffing models to optimize service quality and efficiency, and creates/analyzes reports critical to the center's operations and oversight.
Overview
This position provides support to OKC call center operations in areas of scheduling of employees based on forecasted call volume, review and preparation of reports, managing intraday processes to achieve business goals, monitoring agent schedules and adherence in real-time, and long and short term business planning.
Responsibilities:
* Create and maintain contact center shifts and schedules using WFOS based on the tactical forecast capable of meeting performance targets while allowing for training, team meetings and other such events.
* Monitor all queues and revise schedules in real-time to accommodate absenteeism, fluctuations in volume and changes to team schedules.
* Provides regular and on demand reports to management and Operations regarding call center workforce performance, and adherence to attendance policy.
* Process all attendance issues, send attendance notifications to agents and Supervisors, and elevate risk created by attendance issues.
* Propose optimal use of VTO (voluntary time off) and OT as needed to achieved performance targets to the Project Director and, upon approval, notify supervisors and adjust schedules.
* Provides supervisors and management with performance information to be used in individual performance reviews.
* Provides training to CSR’s in the use and interpretation of WFOS information.
The Ideal Candidate will Possess the Following Additional Education and Experience
* High school diploma (or GED equivalent) is required; Bachelor's degree from an accredited college or university in Computer Science, Information Systems, Mathematics, or Statistics preferred
* 2 yrs prior experience in Workforce Management in a large call center or four years of experience using structured methodologies in analysis and/or quality control
* Extensive experience with Workforce Management software such as Blue Pumpkin, NICE, Aspect, IEX, etc. preferred
* Experience with scheduling personnel in a large scale call center with multiple locations preferred
* Experienced with developing and enhancing systems organizational structures preferred
* Strong analytical and statistical interpretation of data, working knowledge of workforce management
* Skill in the use of personal computers and related software applications
* Advanced level of proficiency in Microsoft Office (Word, Visio, Project, ITG and Excel)
* Strong communication skills
EEO Statement
Active military service members, their spouses, and veteran candidates often embody the core competencies MAXIMUS deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We’re proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you
A committed and diverse workforce is our most important resource.
MAXIMUS is an Affirmative Action/Equal Opportunity Employer.
MAXIMUS provides equal employment opportunities to all qualified applicants without regard to race, color, religion, , orientation, gender identity, national origin, protected veteran status or disabled status.
