Workforce Management Coordinator

Company:	Time Warner Cable Company Profile \| Current Opportunities (13)
Job Location(s):	Appleton
Employment Term:	Regular
Employment Type	Full Time
Start Date:	As soon as possible
Starting Salary Range:	Not Provided
Required Experience:	Open
Related Categories:	Customer Service - General

Position Description


Posting Job Title	Workforce Management Coordinator
Requisition #	116170BR
Location	United States - Wisconsin - Appleton
Area of Interest	Customer Service/Member Services
Position Type	Full Time
Posting Job Description	THIS POSITION CAN BE PLACED IN OUR OFFICE IN APPLETON, WI OR MILWAUKEE, WI. JOB SUMMARY: Responsible for creating detailed call volume forecasts and work schedules using the workforce planning software. Analyzes call center volume, productivity, and patterns to optimize staffing levels and departmental performance. Coordinate the efforts of 250+ customer service personnel in multiple work groups to ensure an adequate number of staff is scheduled and available to meet the needs of our customers. Effectively manage all exception hours with the all center. ESSENTIAL DUTIES & RESPONSIBILITIES : 1. Assists with forecasting the scheduling and personnel requirements for the Call Center based on department objectives. Adjusting staffing requirements based on changing/dynamic forecasts. 2. Develop work schedules for customer service representatives to meet contact volumes and service levels. With the use of specialized software tools, coordinate department staffing and scheduling activities following prescribed department policies and procedures. 3. Work directly with call center managers and supervisors regarding scheduled and non-scheduled absences on a daily basis. Prepares weekly and monthly exception reports for all designated employees. 4. Provide necessary reports on forecasts, adherence, staffing levels, productivity reports, etc. to call center management team and personnel as requested by management. 5. Monitor and report productivity results, call volume patterns, and trends to management; make scheduling recommendations. 6. Efficiently manage the OT (overtime) and VTO (voluntary time off) schedule based on the needs of the department as directed by leadership. 7. Maintain and administer scheduled time off (vacation, personal time, etc.) and holiday schedule for all customer operations personnel. 8. Coordinate and report all non-call activity including meetings, training, one on ones, huddles, etc. based on workforce management scheduling and adherence tools as well as Agent Activity/Performance reports. Communicate issues to leadership team. 9. Build and maintain solid productive relationships with all co-workers. 10. Provide customer service support for new product and service rollouts. 11. Works all shifts, overtime, weekends, and holidays as needed. 12. Perform all other duties as assigned. REQUIREMENTS: * High School Diploma or equivalent education. Bachelor’s degree in Business or related field preferred. * At least two to five years of call center operations and workforce software (EWFm, IEX, Blue Pumpkin, etc) in a medium to large call center operations. Experience in cable or telecommunications. * Excellent communication skills and ability to effectively support, encourage, and interact with team members. Ability to present information effectively to the call center management team or groups of employees of the organization. * Ability to assess situations and seek out improvements to the process and assist with the implementation. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. * Ability to read and interpret documents such as rules, operating and maintenance instructions, and procedure manuals or governmental regulations. Ability to write reports, correspondence, and draft procedure manuals related to staffing and workforce management. * Excellent math skills to calculate figures and amounts such as service level, FTE, percentages, and other statistics. * Must have a willingness to continuously improve skills and provide a high level of quality customer service to both internal and external customers. * Ability to perform with a high degree of accuracy and adhere to established timelines. * Excellent PC and software program skills including EWFM similar workforce management software, ICOMS, Word, Excel, Access, and other software unique to scheduling, customer service, or the cable industry. Time Warner Cable offers competitive benefits to include medical, dental, vision, a matched 401 (k) plan, tuition reimbursement, free cable (in specified areas). Qualified candidate should apply on-line at www.timewarnercable.com. Time Warner Cable is an equal opportunity Employer EOE/M/F/D/V 2202 11/03/09