Workforce Management Specialist

About the role

Maintains various departmental logs, spreadsheets, and reports.

Manages voice shot sound files, scheduling and distribution for all areas as needed.

Communicates planned efforts with both internal and external stakeholders.

Assists with forecasting and tracking traffic vs. staffing and technology needs in the PCC.

Aids in agent specific and departmental performance reporting.

Uses Data Loader for bulk updates within Salesforce.

Responsibilities

• Assists in planning and driving all inbound/outbound related traffic including but not limited to voice shots, strong leads lists, scheduled call backs, e-mail, voicemail, membership, and marketing driven activities.
• Manages scheduling for PCC agents using the NICE WFM platform for trainings, events, and shifts.
• Creates and edits campaign calling lists within various systems including: InContact, Salesforce and voiceshot.com.
• Communicates planned efforts with both internal and external stakeholders.
• Assists with forecasting and tracking traffic vs. staffing and technology needs in the PCC.
• Aids in agent specific and departmental performance reporting.
• Uses Data Loader for bulk updates within Salesforce.

Requirements

• High school diploma or general education degree (GED); and a minimum of three years related experience and/or training.
• An Associate degree is desirable, but not required.
• Related experience includes prior customer service in a call center environment, or business / administrative experience.
• Demonstrated skill and consistent performance at MDVIP may account for at least one year of required service.