Workforce Management Administrator

Customer Service & Support High Point, North Carolina


Description

Position at Levolor Inc.

Summary:  The WFM Administrator will join the WFM Team in monitoring call center functions. This is attained primarily through utilization of Genesys Phone and Workforce Management Software programs.

 

Responsibilities: (Included but not limited to):

  • Monitor call center activities via Interactive Intelligence & IC Business Manager
  • Update CSR schedule exceptions through ININ Optimizer
  • Provide Intra-day call & order updates
  • Compile, distribute & post Daily Performance reports
  • Manage workgroup membership & activations in IC Business Manager
  • Monitor orders, chat & email to ensure same day completion
  • Schedule future activities in ININ Optimizer
  • Assist CSR’s with scheduling issues (vacation, schedule trades, etc.) requested via Interactive Desktop
  • Identify, analyze and communicate on productivity trends and provide solutions
  • Additional tasks as assigned

 

 

Requirements:

  • 6 months minimum with Customer or Consumer Service in a call center environment
  • Previous workforce management experience
  • Available to work daily 8am-7pm and Saturdays
  • Dependable attendance and occurrence record
  • Ability to communicate to all levels of management and others within the organization
  • Positive Attitude
  • Exceptional listening and analytical skills
  • Meets deadlines and completes tasks daily with minimum supervision
  • Intermediate+ Excel knowledge
  • Demonstrated ability to work well in a team environment
  • Dedication to providing exceptional customer service
  • High degree of professionalism and tact
  • Should not be on any type of current disciplinary action, up to and including attendance, performance and behavior