1+ months

Workforce Management Specialist

Columbus, OH 43215

POSITION SUMMARY:
The Workforce Management Analyst will be responsible for workforce administration of service center staff and procedures in
support of operations.


DUTIES & RESPONSIBILITIES:

Setup and utilization of WFM tools and ACD reporting
Collection of analysis and reporting of historical center-level and agent-level performance statistics
Work with training and operations to coordinate multi-skill training for existing agents
Communication to new hires on schedule process
Proactive scheduling of discretionary activities such as training, meetings, overtime
Analysis of real time workload requirements to manage performance to service level requirements
Analysis and reporting of employee performance including schedule adherence
Recognizes and recommends operational and support improvements
Perform other duties and assignments as directed

Requirements

SKILLS & QUALIFICATIONS:
Knowledge, Skills & Abilities:
Proficient in MS Office Suite applications
Strong mathematical, analytical, communication, and organization skills
Extensive experience with Excel (creating report, using advanced functions)
 
EDUCATION & EXPERIENCE:
Workforce subject matter expert with at least 3 years experience
High School Diploma or equivalent

Categories

Posted: 2019-10-18 Expires: 2019-12-17

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Workforce Management Specialist

CBRE
Columbus, OH 43215

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