A Brief OverviewAssist in workforce planning activities including production of reports and monitoring/adjusting staffing assignments based on call volume forecasting and real-time analysis, customer requirements and service levels. Monitors company/unit policies and procedures.
LocationsStanford Health Care
What you will do- Assist Manager with System Administration, including but not limited to:
- Agent Profile Administration;
- Time Off;
- Skills/Queues;
- Upgrade Implementation;
- Ticket/Issue/Maintenance management;
- Check Service performance and forecast accuracy at regular intervals during the day, and take necessary action to address abnormal volumes/contacts;
- Monitor systems to make sure services are up and running 2x/day.
- Report Production:
- Generate & publish schedules;
- Adjust Forecast in WFM;
- Assist Manager with analysis of short term and long term forecast;
- As needed, create, store and report historical statistics;
- Keep record of any special events or conditions that may have affected the contact levels;
- Analyze contact volume for trends by brand, contact type, seasonality, promotions, etc.;
- Collaborate with other departments, contact center staff and to identify opportunities for greater efficiencies regarding workforce utilization.
- Monitor & Adjust Schedules:
- Monitor Schedule adherence, managing staffing levels in coordination with supervisors when staffing levels are too far above or below acceptable thresholds;
- As necessary, request overtime, VTO, etc.;
- Receive and reply to schedule change requests and time off requests.
- Training:
- Create and administer training regarding workforce manage policies and procedures;
- Work with Training Dept. to schedule training times for refreshers;
- Coordinate Cross-training, new hire training with Operations and Training Team.
- Project Work:
- Participate in workforce related projects;
- May provide guidance and oversee work of Workforce Leads.
Education Qualifications- Bachelor's degree in a work related field/discipline from an accredited college or university required.
Experience Qualifications- Three (3) years of progressively responsible customer service responsibility, call center background or system reporting experience preferred
- Working knowledge of Workforce Optimization platforms such as NICE, Verint and Aspect preferred
- Experience in capacity planning, utilization and workforce management analysis preferred
Required Knowledge, Skills and Abilities- Familiarity with call center technologies and ability to run and analyze system reports
- Knowledge of Excel, PowerPoint, Word and ability to write/present reports and presentations
- Ability to apply data findings to operational processes
- Ability to problem-solve in a fast-paced environment
- Strong customer orientation
Licenses and CertificationsBase Pay Scale: Generally starting at $42.93 - $55.82 per hour
The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training. This pay scale is not a promise of a particular wage.
