WorkForce Administrator - Salt Lake City/Remote
Schedule
The schedule for this position will be 11:00 AM – 7:30 PM MST, including a required Saturday shift. Days off will include Sunday and one additional weekday. This position will be "Hybrid" - 2 Days In-Office & 3 days At-Home. You must be located within the vicinity of the SLC, Utah area.
Responsibilities
- Ensuring Service Level Agreement goals are being achieved daily
- Ensuring all agents are following scheduled activities
- Making changes to scheduled activities as needed based on call volume throughout the day
- Updating agent schedules in real time to account for ad hoc needs or absenteeism
- Offering Extra Time or Unpaid Time Off as needed
- Aiding in onboarding new hires
- Aiding in remote employee processes such as sending policies, return labels, and tracking of equipment
- Working with center leaders to determine trends in agent behaviors/call volume and help determine appropriate action plans
- Communicating with agents, supervisors, and center leaders through multiple platforms
- Managing multiple Teams channels
- Assisting in answering agent questions, from technical issues to policy and procedure topics
- Assisting in management of facilities
- Other duties as assigned
Requirements
- Ability to work nights and weekends as needed
- Demonstrated analytical and communication skills
- Ability to independently prioritize tasks and job duties as needed
- High School Diploma or GED or equivalent required; Associates Degree or greater strongly preferred
- 2+ years’ experience in a multi-channel contact center preferred
- Previous Workforce Management experience preferred but not required
- Strong understanding of NSC operating standards and procedures required
- Advanced knowledge of Microsoft Office applications with emphasis on Excel
Qualifications
Education And Experience: High School Diploma or GED or equivalent required; Associates Degree or greater strongly preferred. 2+ year’s experience in a multi-channel contact center preferred. Previous Workforce Management experience preferred but not required. Strong understanding of NSC operating standards and procedures required. Advanced knowledge of Microsoft Office applications with emphasis on Excel.
Skills
Strong understanding of NSC operating standards and procedures required. Advanced knowledge of Microsoft Office applications with emphasis on Excel.
Benefits
N/A
Pay
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Schedule
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Benefits
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