Workforce Management Technician

Pharr, Texas
Administrative & Support Services
Job Type
US$ 14.67 per hour, $14.67 - 14.67 per hour + none
Ref. Number
Loredo,Maria, Spherion
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Job Description

Ability to use organizational and detail skills to schedule and publish reports on a regular basis per business requirements. Will monitor and track intraday agent activity to assist with driving higher resource efficiency and inform leadership of any potential deficiencies. Assist with maintaining the knowledge base library for all workforce operations. Workforce Management Technician will handle sensitive agent and client information and must maintain confidences of information at all times.

work flexible schedule for contact center operating 5:00am-11pm CST 7 days per week/365 days per year.

Primary Responsibilities

- Utilize workforce management and call center tools to understand the current state of performance across all supported businesses.
- Monitor real-time inbound and outbound traffic to help ensure that service levels are met.
- Work with leadership to effectively optimize production.
- Assist with the optimizing of schedules, forecasts and other tools and communicate results to management.
- Prepare and maintain reports, dashboards, daily and monthly communications.
- Assist in preparing ad hoc analysis that enables strong understanding of the business
- Provide guidance on report and dashboard development to team members and management as needed
- Work in a highly visible environment.
- Create and maintain existing procedure documentation.
- May have direct communication with client representatives.
- May act as a resource for others for key initiatives or projects.
- May coordinate others' activities.

Working hours: 5AM TO 11 PM

Education and Experience Requirements:

--High school diploma or GED required.
--One (1) experience required in workforce management, production planning, scheduling or time and labor management required.
--Proficiency in Microsoft Office Applications required.
--Experience using Workforce Management software preferred.
--Strong analytical skills with the ability to identify, analyze and interpret problems and trends.
--Skilled in evaluating information and presenting it in a logical manner to select audiences.
--An understanding of call center metrics, terminology and business processes.
--Excellent communication skills.
--Experience in a back office or Call Center environment.
--Responsible for adhering to established safety standards.
--Flexibility to adjust to shift changes

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. Whether you're looking for temporary, temp-to-perm or direct hire opportunities, no one works harder for you than Spherion. EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services or any other classification protected by law.

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