- High School Diploma or GED
- Communication Skills
- Workforce Management
The Services Workforce Administrator is responsible for maintaining accurate headcount and associate detail reporting for assigned line(s) of business. The incumbent will serve on a team of associates responsible for maintaining day-in-progress attendance detail, updating systems of record (Verint Impact 360, Kronos) accordingly. Assigned responsibilities may include providing administrative support for Services Workforce Management leaders and others as necessary. Supported business units operate through traditional inbound and outbound telephone calls, written communication channels (SMS, e-mail, social media, chat), case management, and field-based appointment work. Frequent coordination with peers and leaders in other Workforce Management roles and Operations will be necessary. A successful Services Workforce Administrator will be able to shift focus on the fly, remember to perform tasks without being prompted, and meet regular deadlines.
MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES
40% - Account for and update schedule exceptions in Verint Impact 360 including late arrivals, absenteeism, leaves of absence, early departures, special events, etc. Update associate timecards in Kronos as appropriate.
30% - Maintain headcount and hierarchy details for assigned line(s) of business, including associate movement and/or status, and updating systems of record as appropriate.
10% - Process requests for reporting to include absenteeism, leave of absence detail, worked/paid hours, or similar.
10% - Complete administrative support work as requested to include meeting scheduling and calendar management.
10% - Conduct regular validation/synchronization work between systems and departments to include Verint Impact 360, Kronos, separate reports and databases, and Human Resources partners.
NATURE AND SCOPE
This position reports to the Services Workforce Manager.
This position has 0 direct reports.
ENVIRONMENTAL JOB REQUIREMENTS
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Typically requires overnight travel less than 10% of the time.
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
Additional Minimum Qualifications:
Prior experience in a contact center-style organization.
The knowledge, skills and abilities typically acquired through the completion of a high school diplomas and/or GED.
Years of Relevant Work Experience: 3+ years
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.
Familiarity with Verint Impact 360 (or similar), Avaya CMS, and Salesforce
Experience in a Workforce Management role in a large, multi-channel Contact Center organization
Experience with Microsoft Excel including data manipulation and formula development
Experience in a customer-facing service delivery role
Experienced with working with outside vendors and reporting on vendor performance
Knowledge, Skills, Abilities and Competencies:
Outstanding attention to detail and ability to identify and correct errors
Solid communication and interpersonal skills
Ability to prioritize tasks and meet deadlines
Ability to assess new situations and either decide on actions or ask for help