Workforce Management Specialist

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At Instant Teams we are a workforce on a mission. Our unique combination of talent, technology, and remote teams takes on outdated models of customer support and customer service teams. We’ve built a modernized model of mission-centric service that puts our customers ahead and impacts an untapped market of military-connected professionals.

This position is responsible for providing direct Workforce Management support. It focuses on staffing levels and applies Workforce Management techniques and concepts to improve productivity outcomes. Techniques include routine performance snapshots, communications, attendance tracking and processing customer requests. The role may also be responsible for ongoing maintenance of the Calabrio WFM Software, and other software applications.

POSITION ROLES AND RESPONSIBILITIES

• Monitor staffing levels against scheduled plan to efficiently handle incoming work units at the prescribed service levels
• Make recommendations and help set priorities when planning and scheduling off phone activities
• Perform analysis to outline any reasons for under/over performance, and recommend actions to improve performance
• Establish and maintain communication channels to ensure scheduling and resources are met
• Monitor queues and track inbound calls and other intraday reports
• Run “what-if” scenarios for intra-day staffing as needed. Re-Forecast interval and daily transaction volumes (inbound, outbound), handle times and other production metrics by group and report on actual vs. forecasted volume
• Communicate and interact effectively with operations and support functions to provide internal customers with information in a timely manner
• Responsible for analyzing and administering schedule optimizations and approving and administering real time exceptions
• Generate schedules for staff based on forecasted volume and workload to ensure adequate staffing to meet service level goals
• Document work function processes and procedures
• Produce reports from the Workforce Management system as requested
• Ensure data integrity within WFM system
• Evaluate and implement opportunities for improving workflow processes and automation of processes
• Support the production, communication, & implementation of service level action plans
• Performs all other duties assigned.
• Regular and reliable attendance is required.

None

This job requires computer use and is 100% remote.

Instant Teams provides equal employment opportunities (EEO) to all applicants, contractors, and employees without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. This policy applies to all terms and conditions of work, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Instant Teams expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Instant Teams’ contractors and employees to perform their job duties may result in discipline up to and including discharge.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice.

COMPETENCIES

• Service-Oriented (We Serve with Excellence.)
• Lead from the front (We take Ownership.)
• Communication proficiency (We Communicate Mindfully.)
• Time management
• Collaborative
• Flexible (We Embrace Change Daily.)
• Tech-savvy
• Fast-paced
• Self-starter
• Strong work ethic, ability to adapt to rapidly changing priorities
• Strong operational thought process (We Lead with Intentional Curiosity.)
• Excellent analytical, problem-solving, and research skills
• Process Management

EDUCATION AND EXPERIENCE

• REQUIRED: 2 yrs WFM experience, 1+ year Calabrio Workforce Software experience, 1+ year contact center scheduling experience,
• Working knowledge of contact center operations and Workforce Management concepts/methodology/software
• Strong analytical experience in contact center trends and patterns and provide findings in a weekly, monthly and quarterly manner
• Advanced skill in Google Sheets
• Ability to prioritize and meet tight deadlines
• Analytical with attention to detail
• Proven ability to build relationships quickly
• Excellent communication skills, both oral and written
• Excellent multi-tasking skills required
• Ability to work both independently and with other team members with minimal supervision\
• Commitment to internal attendance standards required
• Must be able to respond quickly and intelligently in a fast-paced environment, making accurate decisions under pressure

To be discussed further in the interview process.

Corporate Benefits: https://instantteams.info/benefits

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Notes

Other Duties

This is not necessarily a complete list of responsibilities, skills, duties, or requirements associated with the job. While this list is intended to be an accurate reflection of the current job, the Company reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed when circumstances change, (i.e., emergencies, changes in personnel, workload, rush jobs, or technological developments.)

EEO and Harassment Statement

Instant Teams provides equal employment opportunities (EEO) to all applicants, contractors, and employees without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. This policy applies to all terms and conditions of work, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Instant Teams expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Instant Teams’ contractors and employees to perform their job duties may result in discipline up to and including discharge.

About Us

We are a Workforce on a Mission. Instant Teams is a Talent Marketplace that brings together innovative technology, skills acceleration, and community to deliver employment solutions for military spouses, untapped talent, and companies.

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