Responsibilities :
- Use workforce management software and call volume history to help manage daily staffing levels and to determine the most effective methods for staffing adjustments
- Generating weekly schedules
- Scheduling non-phone activities
- Utilize call center tools to observe agents' actual state compared to scheduled state
- Monitor attendance / schedule adherence, and take action as needed, including schedule optimization
- Manage real-time inbound call traffic to help ensure that service levels are met
- Ensure open lines of communication with Sales team to enable real-time scheduling updates
- Prepare and maintain reports, dashboards and weekly packages
- Ad hoc reporting as required
Qualifications :
- High School Diploma / GED (or higher)
- Experience in a fast pace office environment
- Proficiency in Microsoft office suite including Word (creating, saving, formatting documents), Excel (ability to create, copy, edit, send, navigate using tabs, and save spreadsheets), Outlook (ability to open and send emails), and PowerPoint (ability to create, editing, and formatting presentations)
- Workforce management experience
- Seasonal hours Saturdays, and weeknights will be required
Preferred Qualifications :
1+ years' experience with workforce systems such as Avaya, CMS, IEX, eWFM, Genesis, Five9 and / or Blue Pumpkin
This position is 40 hours / week, with the potential for occasional overtime. You will be assigned 8 hour shifts within our current hours of operation which are Monday-Thursday, 10am-10pm, Friday 10am-8pm ET, and Saturday, 9am-5 : 30pm.
Russell Tobin / Pride Global offers eligible employee’s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), a 401(k)-retirement savings, life & disability insurance, an employee assistance program, identity theft protection, legal support, auto and home insurance, pet insurance, and employee discounts with some preferred vendors.
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