Workforce Specialist

Chattanooga, TN

Actions

Share This Job

Bookmark and Share

Job Description

Job description:

The Workforce Specialist, reports to the Workforce Supervisor, and is responsible for monitoring and analyzing staffing and performance statistics.

 

Responsibilities include and are not limited to:

  • Real-Time Management of staffing and call volumes
    • Adjust schedules, manage offline activities & skilling from a real-time perspective based on service levels
    • Protect agent adherence by timely and accurately processing of exception requests
    • Partner with Operations to drive productivity and performance
  • Reporting
    • Generate reports on service levels including talk time, not active time, abandonment rates and adherence
    • Create and administer daily, weekly, and monthly key performance indicators reports
    • Analyze trending and suggest enhancements to the leadership team
    • Compile attendance reports that account for absenteeism, tardiness, vacations and sick days
    • Communicate attendance statistics and trends to the team

 

     Qualifications:

  • High school degree; college degree preferred
  • Adept at managing multiple priorities and tasks in a fast-paced environment
  • Good math and analytical skills
  • Flexible
  • Must be available to work any shift any day
  • Exemplary Attendance

 

 

Skills/Requirements

Desired skills:

  • Excellent communication and interpersonal skills
  • Proficient in the use of Excel
  • Ability to analyze day-to-day results and visualize the bigger picture
  • Experience dealing with outsourced partners or multi-site call center locations is a plus
  • Call Center Workforce experience

 

In return we offer:

  • Career development and advancement opportunities
  • Relaxed business attire throughout the week; jeans on Friday
  • Friendly, open and team oriented work atmosphere
  • Excellent benefits including medical, dental, vision, life and short & long term disability insurance
  • 401(k) plan with a company match

 

Homeserve is an equal opportunity employer

Actions