Expert Global Solutions, Inc. Workforce Real-time Administrator in ROCKFORD, Illinois
Title: Workforce Real-time Administrator
Location: UNITED STATES-IL-Rockford
Job Number: 160006211
Expert Global Solutions (EGS), an Alorica company, is a global customer service organization, serving the world’s leading companies and best-known brands. With more than 40,000 employees in locations around the world, our people deliver extraordinary service – via phone, email and chat, every day. Embracing a diverse workforce with a shared commitment to deliver outstanding customer service, EGS offers significant opportunity to build a rewarding career, in a dynamic and customer-oriented environment.
Ensure local call center employees are actively contributing to the assigned queues. Individual will monitor schedules and workforce software trends to inform Operations leaders when phone time is over established threshold and/or identify employee(s) out of adherence. Actively and consistently support all efforts to simplify and enhance the customer experience. Essential Duties & Responsibilities
Monitor workforce software to identify employees out of adherence. Communicate adherence deviation to employees and site leadership to address efforts on improving adherence.
Create reporting on absenteeism and other shrinkage for operations leaders and workforce personnel.
Provide ad hoc reporting as needed to show adherence to scheduled events within site.
Assist in skilling and/or provide data to Global Command Center to ensure employees are assigned correctly to the right queue or line of business.
Provide regular feedback to Global Command Center to improve upon short-range planning precision.
Collaborate with other Workforce Teams to make schedule recommendations regarding out of seat activity, VTO, and overtime.
Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties.
Perform other duties as assigned by management. Qualifications: Education:
High School Diploma or General Educational Development (GED) certificate.
2 year customer care and/or contact center environment experience; prior experience in operations support roles preferred.
Prior experience with EWFM, Aspect, and IEX preferred.
Knowledge, Skills, Abilities & Other Characteristics:
Ability to read, write, and speak English.
Ability to analyze and interpret moderately complex data using workforce management software.
Ability to work with peers and other teams to achieve performance goals and objectives.
Proficient personal computer skills including Microsoft Office.
Ability to communicate effectively with all levels of management and company personnel.
Ability to prioritize and organize work in a multitasked environment.
Ability to make decisions and solve problems under pressure.
Ability to perform in a fast-paced and dynamic work environment.
Ability to maintain the highest level of confidentiality and professionalism.
Ability to lift and/or move 20 pounds with or without accommodation.
We provide Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, marital status, sexual orientation, gender identity, status as a protected veteran, genetic information, status as a qualified individual with a disability and any other basis protected by federal, state or local laws.
Job: Workforce Management