Position Purpose:
 

SR Workforce Administrator is responsible for executing intraday and real-time strategy for assigned line(s) of business. Assigned responsibilities may include agent skilling changes in Salesforce and/or Avaya CMS, updating and sending intraday reporting using a standardized template, recruiting overtime and/or voluntary time off based upon predetermined guidelines or direction, sending alerts associated with productivity and workload to business leaders, and similar tasks. Supported business units operating through traditional inbound and outbound telephone calls, written communication channels (SMS, e-mail, social media, chat), case management, and field-based appointment work. Frequent coordination with peers and leaders in other Workforce Management roles and Operations will be necessary. A successful Workforce Coordinator will be able to shift focus on the fly, remember to perform tasks without being prompted, and follow the written process.

Key Responsibilities:

20% - Communication - Update information about intraday performance in standardized templates for use by others or for sharing with leaders via e-mail or other mechanisms.

15% - Follow up - Partner with leaders and analysts to implement intraday changes to scheduled events, staffing, etc. as appropriate.

15% - Resource - Utilize various resources (people and technology) to answer ad hoc questions from leaders and agents.

50% - Workflow - Monitor workload, workflow, and agent productivity using WFM System, Avaya CMS Supervisor, and Salesforce. Raise alerts regarding system issues, productivity issues, or workload/workflow challenges to leaders.

Direct Manager/Direct Reports:

This Position typically reports to Management.

This role has 0 direct reports.

Travel Requirements:

No travel required.

Physical Requirements:

Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions, there may be a need to move or lift light articles.

Working Conditions:

Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Minimum Qualifications:

Must be 18 years of age or older.

Must be legally permitted to work in the United States.

Preferred Qualifications:

Working knowledge of Microsoft Office Suite

Working knowledge of Tableau

Working knowledge of presentation software (e.g., Microsoft PowerPoint)

Working knowledge of analytical/statistics software (e.g., SPSS, SAS, R, Stata)

Ability to draw accurate conclusions from financial documentation

Ability to convey complex or technical ideas and processes in easy-to-understand terms to diverse audiences

Ability to negotiate, handle complaints, settle disputes, and resolve grievances with both internal and external customers

Excellent written and verbal communication skills

Previous technical support or help desk experience

Previous NICE WFM system experience

Minimum Education:

The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.

Preferred Education:

The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.

Minimum Years of Work Experience:

3

Preferred Years of Work Experience:

3

Minimum Leadership Experience:

No previous leadership experience

Preferred Leadership Experience:

No previous leadership experience

Certifications:

None

Competencies:

Action Oriented

Being Resilient

Business Insights

Courage

Decision Quality        

Directs Work

Manages Ambiguity

Nimble Learning

Tech Savvy

Collaborates

Demonstrates Self-Awareness

Manages Complexity

Optimizes Work Processes

Plans and Aligns

Values Differences

Balances Stakeholders

Communicates Effectively

Customer Focus

Drives Results

Financial Acumen

Interpersonal Savvy

Manages Conflict

Organizational Savvy

Resourcefulness

Strategic Mindset