Workforce Generalist HealthHelp, Inc.
THIS JOB HAS EXPIRED
Use ACD and Workforce Management System to ensure system data reflects actual availability and shrinkage. Create and maintain reports on performance metrics and overall operational functions.
Essential Duties and Responsibilities
Update agent schedules as needed to reflect actual events
Generate past, real time, and future reports on a regular and ad-hoc basis
Compile various daily/weekly/monthly reports, including Daily Performance and Attendance
Manage Real Time Adherence by monitoring agent schedule and ACD states in RTA, and communicate with the supervisors
Coordinate with other Workforce team members to manage agent availability and ASA levels
Pro-actively identify service risks/challenges and promptly notify the operations team
Act as central communications point for any technology or facility issues affecting call center and support operations
Minimum of 2 years call center scheduling and service level experience
Must possess a strong understanding of telephony systems and call center technology/terminology including experience with forecasting and workforce management optimization software (Preferably NICE/IEX TotalView);
Comprehensive knowledge of Microsoft Word, Excel and PowerPoint
Minimum Education and Experience:
Associates Degree Preferred
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
As business needs dictate
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
||Houston, TX |
THIS JOB HAS EXPIRED