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Workforce Optimization Specialist - Full-time
•30 days ago
| Hours | Full-time |
|---|---|
| Location | Menomonee Falls, WI Menomonee Falls, Wisconsin |
About this job
Workforce Optimization Specialist
Shift Options:
Monday - Friday 10:30am - 7:00pm working every other weekend (rotating days off during the week)
-OR-
Work four 10 hour days: Saturday, Sunday, Monday and Tuesday
BUSINESS IMPACT STATEMENTS
Monitor and manage schedules, adherence, service levels, call routing, and intraday activities for all lines of business within the Credit & Customer Service (CCS) Division. Act as primary communication point for multiple domestic and outsourced contact centers. Utilize applicable technology and applications in executing tasks and supporting business objectives.
ACCOUNTABILITIES
Command Center
Monitor Contact Volume/Signboards, WFO Intraday Metrics, and related Service Levels. Communicate any trends/concerns to Sr. Specialists, Team Lead, WFO leaders, and LOB leaders. Contact EOC to open tickets, as needed. Pause/resume Intraday Automation rules when necessary. Adjust Associate workgroups and skills in Telephony Software when necessary, to handle prioritized calls.
Handle and log absence phone calls from Associates. Provide excellent customer service to our internal business partners through all channels.
Balance payroll savings and Service Level achievement for CCS through managing workload shifts and offering Voluntary Time Off or Overtime to Associates in all LOB, based on staffing levels, actual contact volumes, and service levels.
WFO Tasks
Update new hire and departure information in WFO Scheduling Software when Associates join or depart the company.
Process email requests from LOB. Emails are submitted by our internal business partners and include requests for schedule updates, PTO updates, intraday schedule changes, and others.
Update Overtime, Off-Phone events, adherence exceptions, shift swaps, and other requests in WFO Scheduling Software.
QUALIFICATIONS
Required
Flexibility in hours and work schedule
Strong communication and customer service skills
Ability to work in a team environment
Self-driven to meet and exceed expectations
Preferred
Experience with Verint, Intradiem, and Genesys software applications.
Contact Center or Workforce Management experience.
Special Requirements
N/A
Shift Options:
Monday - Friday 10:30am - 7:00pm working every other weekend (rotating days off during the week)
-OR-
Work four 10 hour days: Saturday, Sunday, Monday and Tuesday
BUSINESS IMPACT STATEMENTS
Monitor and manage schedules, adherence, service levels, call routing, and intraday activities for all lines of business within the Credit & Customer Service (CCS) Division. Act as primary communication point for multiple domestic and outsourced contact centers. Utilize applicable technology and applications in executing tasks and supporting business objectives.
ACCOUNTABILITIES
Command Center
WFO Tasks
QUALIFICATIONS
Required
Preferred
Special Requirements
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