The Workforce Real Time Administrator is responsible for managing all intraday management processes in support of operations to achieve the business objective of achieving business service level objectives and maximizing efficiency and occupancy. Contribute to consistently achieving abandon rate goals by real-time management of call center resources.
Meet with management and forecast / scheduling analysts detailing previous and current week's performance and next week, while also identifying risks.
Manage intraday service level acceptable goals.
Monitor real-time adherence and report all offender to Supervisors,
Provide day of impact analysis for outages, staffing shortages, and other unplanned events.
Communicate identified intraday risks to management based on 30 minute intervals
Stay current on internal policies and procedures.
Administration of intraday schedule changes.
Perform other duties and assignments as directed.
Current regular schedule is varied (24/7 operation)
Other duties as assigned by management
Minimum Education and Experience
High school diploma or GED
Strong mathematical skills
Analytical and organization skills, including trend analysis.
Proficient with time management.
Ability to plan, prioritize and organize effectively / detail-oriented.
Demonstrated ability to work independently, take initiative, problem solve, handle multiple tasks, and prioritize daily responsibilities.
Knowledge of computer software and Microsoft Office Suite (excel proficiency preferred)
Demonstrate flexibility to adapt quickly to departmental changes and conditions.
Self-motivated with the demonstrated ability to learn and apply new information quickly, work independently, and take initiative.
Demonstrate working knowledge and adherence to all HR & WFM policies, procedures, guidelines, and practices.
Excellent written and verbal communication skills are required to interface effectively with staff, managements, and other internal clients.
Regular, punctual and consistent attendance.
Ability to work in a team oriented environment focused on cross training and sharing workload responsibilities.
Ability to meet deadlines.
Ability to perform additional tasks as assigned.
Call center experience or one year of workforce management experience.
Experience working with one or more workforce management systems.
Experience in a fast paced, high-pressure office environment.
What We Provide:
We offer competitive compensation and benefits, including monthly product samples, health, dental and vision plans, employer paid life insurance (1X base salary), paid holidays and paid time off, 401-k plan with company match.