Workforce Manager

39093
WORKFORCE MANAGER

CORONA, CA

W2 CONTRACT

Job Summary.
Responsible for working the Control Desk and maintaining awareness of intraday call volumes and service levels in all skills in a multi skill/multi site environment. Manages the absentee line, enters exceptions and notifies managers of absences. Monitors staff adherence Real Time and reaches out to staff and management of non-adherence. 

Major Responsibilities/Essential Functions. (In order of importance, list primary job duties this position is responsible for achieving. Each statement should relate to an end result or objective.) Estimated % of Time Spent 

1. Responsible for working the Control Desk to maintain awareness of intraday call volumes and service levels of all skills language lines and other contact center activities). Coordinating appropriate allocation and availability of call center staff in order to achieve company goals. Has ongoing communication with the Intraday Specialist as well as the workforce management team throughout the day. Identify and respond immediately when service level concerns arise. Must be able to determine severity of the issue and respond accordingly. 
50% 

2. Responsible for following up timely on all schedule alarms in Real Time adherence system and communicating with managers any adherence issues identified. 
20% 

3. Responsible for managing absentee line, entering exceptions Real Time and notifying managers of absences. 
10% 

4. Responsible for documenting non-adherence in adherence log and communicating information with management. 
15% 

5. Responsible for identifying when workforce management systems are down and follow up with Information Technology for timely resolution. 

JOB QUALIFICATIONS. 
Minimum Education (Indicate minimum education or degree required.) 
High school diploma/GED 

Preferred Education (Indicate preferred education or degree required.) 
Associates degree 

MINIMUM WORK EXPERIENCE AND QUALIFICATIONS (Indicate minimum years of job experience, skills or abilities required for the job.) 
3 years in a workforce management multi site contact center role.

- Must have excellent communication skills, strong organizational skills and the ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail.

Knowledge of queuing theories and workforce forecasting and scheduling (eg; EWFM, VERINT/BLUE PUMPKIN), computer telephony integration (CTI), interactive voice response (IVR) units, and automatic call distribution (ACD). Experience using Mainframe or personal computers and Microsoft Office applications. This position will focus on Real Time management and will need flexibility in working evenings/weekends as role is staffed 24 x 7. Performs other related duties and assignments as required and as assigned by their Manager. 

PREFERRED WORK EXPERIENCE AND QUALIFICATIONS
(Indicate preferred years of job experience, skills or abilities required for the job). 
3+ years in a workforce management multi site contact center role.