Workforce Management Specialist

Jacksonville, Florida
Customer Service & Call Center (Office and Administrative Support Occupations)
Job Type
Working Hours
1:00 PM - 10:00 PM
US$ 17.00 - US$ 19.00 per hour
Ref. Number
Hesterlee,Stephanie, Spherion
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Job Description

This position is responsible for managing intraday contact center volumes to service level targets.

Schedule is: Mon-Thur 1pm-10pm, Sun 11am-7pm

Primary responsibilities include monitoring, proactively planning and reacting to conditions such as call volume, unplanned absences, and schedule adherence. Develop business performance reports and qualitative/quantitative analysis for Customer Care. This person will also be responsible for assisting the Sr. Analyst with capacity planning, schedule adjustments, and analyzing historical performance.

Working hours: 1:00 PM - 10:00 PM

--Keen attention to detail and accuracy.
- Ability to balance multiple priorities and work well under high pressure
--Strong organizational skills with ability to meet deadlines in an environment of constantly changing priorities.
--Ability to communicate well, both written and verbally, to all levels of management.
--Ability to effectively work independently or in a team environment.
- Professional, flexible, and positive team player that is self-directed and self-motivated.
- Open and receptive to feedback and coaching direction.
--3+ years of contact center experience.
o-Preferably in an analytical role.
o-Understanding of call center inner workings is a plus


1-4 years

Proficient MS Word, Excel and PowerPoint skills.
Previous experience with workforce management support including real time tools such as Avaya CMS, Aspect eWFM, Verint and IEX preferred.

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Spherion has helped thousands of people just like you find work happiness! Our experienced staff will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. No one works harder for you than Spherion. EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Sexual Orientation, Gender Identity, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services or any other classification protected by law.

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