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Workforce Administrator

Date posted 08/14/2019 Requisition Number: 247192BR Location: United States - Texas - Austin Area of Interest: Customer Operations, Information Technology Services, Technical Operations Position Type: Full Time
JOB SUMMARY
As a Workforce Administrator, you will be responsible for managing the resources required to meet the service level standards of the center. You will also develop a comprehensive scheduling plan to coordinate all off-phone activity including team meetings, supervise coaching sessions and trainings and ultimately be responsible for administering shift bids and partnering with the National Planning team to develop shifts that improve customer satisfaction and Contact Center efficiency.
MAJOR DUTIES AND RESPONSIBILITIES
In this role, you will also:
  • 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 administration of Contact Center shift bids and exception time scheduling by utilizing the Workforce Management software (Aspect eWorkforce software)
  • Assist in the management of Overtime and Voluntary Time Off (VTO)
  • Optimize break and lunch scheduling to efficiently staff Contact Centers
  • Manage benefit time accrual accounts in the Workforce Management software as well as establishing thresholds and planning for both scheduled and unscheduled absences
  • Monitor call volume and statistics to ensure adherence to Scheduling and Service Level metrics
  • Act as a Contact Center liaison regarding Workforce Management practices and initiatives
  • Update Contact Center Operational Leadership on staffing issues, performance measures, and call statistics
  • Provide input on forecast projections and staffing requirements
  • Maintain eWorkforce Management database
  • Perform other duties as requested by supervisor

PREFERRED 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
  • 2+ years Inbound Contact Center environment experience
  • Multi-channel Contact Center Management experience preferred

WORKING CONDITIONS
  • Office environment with 24 hour service capability

The Spectrum brands (including Spectrum Networks, Spectrum Enterprise and Spectrum Reach) are powered and innovated by Charter Communications. Charter Communications reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local laws.

FCC Unit: 13551 Business Unit: Customer Operations Apply Later

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