Workforce Management Specialist – Woodbridge, VA

Workforce Management Specialist – Woodbridge, VA

Posted On: 5-10-2013
Position Title: Workforce Management Specialist
Location: Woodbridge, VA

Company Name: Zeiders Enterprises

Contact Information: Rachelle Morton, Sr. Recruiting Specialist – rmorton@zeiders.com

Job description: link to apply for the position – http://ch.tbe.taleo.net/CH06/ats/careers/requisition.jsp?org=ZEIDERS&cws=7&rid=2715

Workforce Management Specialist

Zeiders is an industry leader in military and family support. Our company’s reputation is based on providing top quality service with exceptional, dedicated employees. This approach has earned client confidence and repeat business from satisfied customers. Headquartered in Woodbridge, VA, Zeiders has approximately 850 employees supporting clients worldwide in behavioral health, military family resiliency, work-life education programs, and related services. We seek individuals with strong passion for what we do and our commitment to quality service.

Job Description

Zeiders Enterprises is seeking a Workforce Management Specialist to analyze real-time call volume patterns and various agent phone states, and implementing necessary skill changes to ensure established service level goals are attained. This individual will also provide guidance and technical support for Operations Supervisors and monitors performance to provide coaching and ensure quality and standards are met.

The Workforce Management Specialist will effectively use a combination of workforce scheduling software and real-time queue management software and will act as a liaison between the production line supervisors and the Workforce Analyst area to address intraday queue management and workforce schedule adherence issues affecting day-to-day operations tied to call queue performances.

Candidate must have the ability to forecast, plan, schedule staff, and calculate key operating metrics manually in addition to doing so with any support of a WFM system like Verint, IEX, Monet or other industry-level, off the shelf platform. Individual will have to establish protocols, policies, and qualifty assurance activites in support of a newly established WFM program.

Responsibilities

Provide technical support to business unit and facilitate training on systems and processes for team; monitor and manage real-time call volumes-to-phone associates using a queue management system and the agent schedule adherence application. Take proactive measures to meet call volume demands by adding or reprioritizing skill levels in associates’ skill profiles and scheduling coverage within the queue management system in coordination with appropriate business partners; monitor daily service levels, productivity and adherence, alerting management of negative performances. Participate in Workforce Management Scheduling application patch launches and other network upgrades and prepare for implementations. Participate in Business Continuity and Recovery Plan (BCRP) by coordinating efforts with the Management Team and other key managers across all sites to ensure call volumes are handled to the maximum extent with limited resources, such as; when systems accessibility and significant agent staffing challenges occur.

Education and/or Experience Requirements

  • Bachelor’s degree in an Operations Management, Computers and Information Systems, Statistics or other business-related discipline, or equivalent experience in a call center environment.
  • Minimum of 3 years Call Center Workforce Management (Logistics or Scheduling/Planning) experience.
  • Experience routing calls to agents by adjusting skills or thresholds using queue management system.
  • Solid knowledge and use of Microsoft Office including Excel & Word documents.
  • Strong math skills and ability to perform statistical analysis
  • Knowledge of Call Center metrics, agent behaviors and other factors that affect queue and adherence reporting.
  • Related experience with DoD and the military through prior work experiences preferred.
  • Experience routing calls to agents by adjusting skills or thresholds using queue management system.
  • Solid knowledge and use of Microsoft Office including Excel & Word documents.
  • Strong math skills and ability to perform statistical analysis.
  • Knowledge of Call Center metrics, agent behaviors and other factors that affect queue and adherence reporting.
  • Six Sigma Certification or Member of Society of Workforce Planning Professionals (SWPP) preferred.
  • Knowledge of ACD/IVRs and call flows preferred.
  • Preference for former Military or Military Spouse or Veteran or Wounded Warrior

All positions which require access to U.S. Government facilities and systems require U.S. Citizenship. Zeiders Enterprises, Inc. is an Equal Opportunity Employer.