Contact Center (WFM) Work Force Management

Industry

Call Center and Customer Service

Advert ID

USA_472577

Location

North Chicago

Job Type

Contract

Hours

Full-Time

Salary Range

Up to USD21.35/hr

No. of Openings

1

Branch Information

Waukegan IL Area - (USA) 5101 Washington Street Unit 23 IL Gurnee , IL 60031

Branch Phone Number

847-689-2217

Job Description

Start the Summer off right with a new position. Manpower is recruiting for an experienced Call Center (WFM) Work Force Management Administrator. This company combines advance science, expertise and passion to solve serious health issues. They are committed to new thinking and approaches that make a greater impact in over 70 countries by putting people first, breaking the mold, leading by example and making a worldwide impact. Join this company and share in their passion in making lives better around the world for people.



Located in North Chicago $21.35/hr. M-F 930a-6p



What to expect with this position



* Support Contact Center Workforce Management (WFM) processes for intraday/intraweek scheduling activities to ensuring business goals, objectives, and service level agreements are satisfied

* Monitor and analyze call and non-call activity volumes vs. available staff and optimize resource schedules to maintain contact center key performance indicators

* Maintains and updates schedules for staff to ensure optimal coverage with the right resources, in the right place, at the right time

* Deliver daily WFM and Contact Center reports with lessons learned from prior day/week

* Maintains and adjusts agent resource assignment ensuring they receive the right calls at the right time

* Identify and communicate contact center improvement opportunities and support solution implementation as needed

* Support contact center application trouble shooting and resolution

* Engage management team and influence planning and schedule change needs



Qualifications:

* 1+ years of call-center experience required

* 1+ years of WFM administrative and real-time scheduling support

* High school diploma or GED equivalent required

* Requires skills in all the following: a) Establishing resource schedules; b) Supporting intraday real-time scheduling activities; c) Identifying and delivering real-time schedule staffing decisions; d) Developing, analyzing, and delivering WFM and contact center reports; e) Maintaining and administering the WFM platform

* Ability to communicate in a clear and professional manner (both written and verbal) to all levels of management

* Ability to influence without direct authority

* Innovative problem solver with an attention to detail and a focus on accuracy

* Experience with WFM and Contact Center platforms preferred (i.e. NICE IEX/WFM, Verint WFM, Avaya Telecom, Five9 Telecom, and SalesForce HealthCloud)

* Experience working in the pharmaceutical, pharmacy, healthcare or insurance industries preferred

* Experience leading others preferred



Stop your job search for a Call Center (WFM) Work Force Management Administrator and apply today at www.manpower.com or call 847-689-2217 to speak to Barbara Beil recruiters regarding this position or something else.

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Also Check out Manpower's career platform with tools and resources to prepare you for today and tomorrow's jobs at www.manpower.com/mypath. While employed with Manpower we pay for your College tuition to further your education.