Workforce Management Specialist

Company: ECS Federal, Inc
Location: Fairfax
Posted on: May 29, 2023

Job Description:

Job Description:ECS is seeking a Workforce Management Specialist to work in our Washington, DC (Remote) office.Role Description:Utilize workforce management tools and best practices to provide tactical support and effective staff planning to deliver the appropriate level of service to contact center agents within the VEO Call Center Tier 1 Operations groupResponsible for Real Time monitoring of service levels and site performance to ensure effective management of the incoming and outbound phone, chat, and email volumeServe as the central point of contact for supervisors and senior management as related to service level information and KPI reportingPerform operational and oversight responsibilities as required to ensure all SLAs are metEvaluate facts surrounding schedule adherence, scheduling and workforce management functions including operational situations which can impact productivityMonitor all contact types and execute defined strategies to effectively respond to any potential understaffing or overstaffing levels Forecast and plan with a high degree of accuracy: interval, daily and monthly, quarterly call volumes, handle times, KPIs and SLAsOptimize weekly schedule based upon forecasted call volume and handle times and maintain correct schedule informationDetermine proper shift coverage by adjusting center resources to accommodate changes in call volume/service activity or resource availabilityEnsure schedule integrity by maintaining accurate agent information including adherence and hours available to workManage Real Time agent adherence to schedule and call statistics and communicate with supervisors to ensure activity is managed efficiently throughout the day Track and trend analysis for absenteeism and schedule adherencePrepare monthly, weekly, and ad hoc reports as necessary including key business metrics reports, performance reports, and dashboards with consistency and accuracyContinuously review existing processes and research possibilities for improvements, enhancements, and/or automationProvide feedback to the management team regarding agent scheduling concernsReview forecast and adjust agents' schedules to ensure the contact center maintains service levelsRequired Skills:BA/BS Degree Required.Must be able to obtain a Public Trust Clearance6+ years of experience in contact center workforce management. Experience with workforce management tools (Calabrio, NICE, Verint, etc.).Strong analytical skills with ability to define, collect, and analyze data, establish facts, draw valid conclusions, and make logical decisions.Strong organization and prioritization skills.Excellent written, verbal and presentation skills.Ability to build and manage internal and external relationships at all levels within an organization while possessing diplomacy and cooperative style necessary to work effectively with diverse individuals across functional disciplines.PDN-99091343-c388-49ce-bbc5-78481a2737f3

Keywords: ECS Federal, Inc, Washington DC , Workforce Management Specialist, Executive , Fairfax, DC