Workforce Mgmt Care Coord I

Time Warner Cable Saint Ann , MO 63074

Posted 4 months ago

Posting Job Description

JOB SUMMARY

Responsible for the real-time and intra-day monitoring and tracking of call volume, agent schedules and all off-phone activity for Charter contact centers.

Responsibilities

Contribute to the Company vision of being the industry leader in customer service through

quality, commitment, courtesy and teamwork

Assist in administration of schedule adherence, exception time management and real-time call routing through utilization of workforce management software (Aspect eWorkforce Management Software)

Coordinate real-time scheduling of team meetings, supervisor coaching sessions, training, and other scheduled off-phone activity

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

Assist in monitoring of sick calls, tardiness, etc., entering real-time exceptions into Aspect eWorkforce Management (absence, tardiness, meetings, overtime, etc.)

Generate and communicate off phone activity reports, staffing issues, performance measures, and call statistics to appropriate members of management

Forecast potential over-staffing/under-staffing conditions and adjust real-time staffing based on Call Center needs

Monitor intra-day call volume to outsourcers to ensure load balancing and compliance to forecast agreements

Assist Workforce Administrator in administration of overtime and voluntary time off (VTO) programs

Perform other duties as requested by supervisor

REQUIRED QUALIFICATIONS

Skills/Abilities and Knowledge

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

Proficient in using Microsoft Office software applications (including MS Word, Excel, 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 Managements tracking module and Real Time Adherence Software)

Knowledge of cable television products and services

Flexibility with work schedule required (weekend, early morning, or night shift)

Education

High School Diploma or recognized equivalent

College-level course work in Algebra and Statistics

Related Work Experience Number Of Years

Call center (in-bound) experience 1

WORKING CONDITIONS

Office environment with 24-hour service capability

EOE Race/Sex/Vet/Disability

Charter is an equal opportunity employer that complies with the laws and regulations set forth in the following EEO Is the

Law. Charter is committed to diversity, and values the ways in which we are different


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Workforce Mgmt Care Coord I

Time Warner Cable