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Self-directed/ownership with strong time and project management for driving the assessment and optimization of schedules to maximize performance locally or for a multi-site operation. Leveraging expertise of software and hardware. Responsible for providing annual, monthly, weekly, daily and intra-day projections of call volume, average handle time and staffing requirements. Utilizes Aspect’s E-Workforce Management, Real Time Adherence and E-Schedule Planner software systems to provide effective employee work schedules and meet multi system requirements for service level objectives. Responsible for ensuring appropriate staffing levels for various departments and maintains staffing planners to ensure all departments have adequate coverage. Utilizes real time activity databases to assist with the responsible for developing and responding to trend analysis proficiently and effectively. Responsible for analyzing and presenting staffing data to management.
Requirements:
'Requires 4 years + relevant experience in a 50 + seat call center using automated tracking tools, preferably the TCS Aspect E-WFM, RTA and E-SP software; similar experience with computer databases, or proficiency with Crystal Reports considered equivalent experience.
'Ability to forecast workforce needs taking into consideration shift trades, time-off, seasonal trends, and special events is required.
'Demonstrated ability to analyze data within limited time frames and recommend alternatives. Two years experience with an ACD reporting system required.
'Solid math and superior analytical and statistical skills and the ability to summarize data trends using visual methods including charts and graphs.
'Good organizational skills to meet deadlines in an environment of constantly changing priorities.
'High School diploma or GED and two years college with business or computer/application software sources required.
'Travel to and from other Cox locations as necessary for training and/or meetings.
'Ability to frequently use repetitive motions of wrist, hands and/or fingers. Possesses visual acuity in order to prepare and analyze data at a distance and close to eyes.
'Excellent PC skills to include Windows ¿98 or Windows NT. Strong PC skills in all MS Office tools. Knowledge of Call Center technologies. Understanding of ACD systems.
'Flexibility with individual schedule as business needs warrant.
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