We have an immediate need for a skilled WFM to be responsible for overall reporting, staffing & scheduling, real time productivity management, account service levels, completion of required supporting documentation for payroll processing, client reports, internal reports, and timeliness of support delivered. Monitors and enhances the performance of the Operations Management Desk in the areas of productivity, schedule adherence, and employee satisfaction/development. Will enhance the goal of quality support by providing individual coaching feedback sessions and one-on-ones that focus on improving customer satisfaction, communication skills, and technical ability. Will be expected to communicate directly with clients and senior management on reporting and staffing as required. Maintains composure in critical situations and communicates well with both internal and external clients.

MAJOR RESPONSIBILITIES: 

·       Collaborates with management to gain knowledge of specific work situations   requiring employees to better understand changes in process, policies, procedures, & regulations.

·      Compiles data and analyzes past and current trends.

·      Create Action Plans and Performance Improvement Plans for employees needing to improve their performance.

·      Conduct weekly Pep sessions.

·      Must conduct performance appraisal for staff members.

·      Collect, read, analyze, interpret, and summarize data in preparation & generation of statistical and analytical reports.

·       Maintain collection and tracking processes for relevant data.

·       Maintain appropriate records of contacts and results on a daily basis.

·       Design and/or develop specific systems for collection, tracking, and reporting of  data.

·       Provide a variety of reports to Operations, Administration, and HR department.

·       Interact/co-ordinate with management in an organized manner resulting in effective data collection and analysis

·       Deliver reports on time as requested by the client and/or management.

·       Oversees creation and maintenance of agent level schedules and attendance reporting. 

·       Coordinates completion of required supporting documentation for Time & Attendance and payroll processing, including paycheck distribution.

·       Acts decisively to solve account specific/individual issues related to data generation/analysis /interpretation.

·       Defines and manages achievement of client performance objectives.  Keeps all commitments made to company and the client.

·       May perform other additional duties and responsibilities as assigned.

 QUALIFICATIONS

The requirements listed below are representative of the knowledge, skill, and/or ability required.

·      Ability to communicate effectively, both verbal and in writing.

·      Ability to gather and analyze statistical data and generate reports.

·      Knowledge of reporting methodology, principles and procedures.

·      Ability to prepare reports and presentations.

·      Record maintenance skills.

·      Skill in the use of computer and related software. Including a working knowledge of  Microsoft Excel and other Office applications.

·      Experience and proven ability to generate and analyze performance data of the account(s).

·      Strong planning, time management and organizational skills.

·       Recover quickly from set backs.

·       Ability to demonstrate and articulate creative thinking and a willingness to implement new approaches.

·       Highly motivated, self-starter with a commitment to see proposals/reports through to their completion and effective maintenance of the same.

·       Display a high level of professionalism, integrity, and maturity.

·       Polished and poised. Project energy, self-confidence, authority, and enthusiasm.

This position is located about an hour west of Columbia, SC.