AddressPosition Purpose:
Key Responsibilities:
Direct Manager/Direct Reports:
Travel Requirements:
Physical Requirements:
Working Conditions:
Minimum Qualifications:
Preferred Qualifications:
Minimum Education:
Preferred Education:
Minimum Years of Work Experience:
Preferred Years of Work Experience:
Minimum Leadership Experience:
Preferred Leadership Experience:
Certifications:
Competencies:
The incumbent is responsible for supporting the Workforce Management process in the Customer Contact Center through the collection of exception information, entering of this information into the Kronos & Workforce Management system, and recordkeeping/file retention of all related documentation. Additionally this position supports the Contact Center management team by providing daily workforce capacity data and information as necessary.
Key Responsibilities:
- Enters Associate schedule exceptions into the Workforce management system to aide in the proper management and evaluation of contact center call handling resources. Also enters exception data into Kronos to document time off, missed punches, or other time clock exceptions for Contact Center associates.
- Runs reports from Kronos & Workforce Management system as needed to support the Contact Center.
- Maintains records and files to support Kronos & Workforce management entries. Provides real time feed back to Contact Center management with regard to individual associate scheduling informaiton
- Administors all Schedule and Shift Changes within the Customer Contact Center
Direct Manager/Direct Reports:
- Typically reports to Workforce Manager.
- This position has no direct reports.
Travel Requirements:
- Typically requires overnight travel less than 10% of the time.
Physical Requirements:
- Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
Working Conditions:
- Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Minimum Qualifications:
- Must be eighteen years of age or older.
- Must be legally permitted to work in the United States.
Preferred Qualifications:
- No additional qualifications
Minimum Education:
- The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.
Preferred Education:
- No additional education
Minimum Years of Work Experience:
- 1
Preferred Years of Work Experience:
- No additional years of experience
Minimum Leadership Experience:
- None
Preferred Leadership Experience:
- None
Certifications:
- None
Competencies:
- Strong attention to detail.
- Excellent data entry skills - speed and accuracy.
- Working knowledge of Kronos or similar timekeeping system.
