POSITION SUMMARY:   This position is responsible for analyzing trends in variables impacting staffing requirements in the Contact Center for Telemarketing, Customer Service, and I-Net. The position is responsible for analyzing staff requirements and adjusting schedules as necessary to maximize service levels and efficiencies in the contact center.

DUTIES/RESPONSIBILITIES: 

1.       Create and / or maintain reports tracking data such as attrition, retention, call volume, talk time, absenteeism, book circulation patterns, day-of-week and interval level distributions.

2.       Maintaining and modifying forecast patterns in TCS e-Workforce Management software.

3.       Review training plans and prepare new-hire requisitions based on staffing requirements.

4.       Analyze talk time trends impacted by new hires, order to call ratios, brand allocation, and other miscellaneous influences.

5.       Provide weekly updates of call volume, staffing, and turnover trends during weekly staffing strategy meetings with contact center management team.

6.       Analyze real-time reports in Microsoft Excel and Avaya CMS software to manage real-time scheduling and staffing to support the Operations team.

7.       Assist the Operations team with TCS data entry including call-ins, extra hours, and voluntary time off requests as needed.

8.       Review requests for time off and schedule changes in coordination with staffing requirements.

9.       Working closely with the management team to coordinate voluntary time off, extended hours, and schedule adjustments necessary to meet staff requirements.

10.   Maintain call volume, talk time, and absenteeism projections using TCS e-Workforce Management software.

11.   Maintain associate schedules and time off requests using TCS e-Workforce Management.

MINIMUM QUALIFICATIONS:

·         High School Diploma or GED required

·         3-5 years of related forecasting and / or scheduling.  Call center exp preferred.

·         Detail oriented with strong analytical ability.

·         Ability to identify problems and long-term solutions.

·         Strong PC skills to include TCS Scheduling Software, MS Access and intermediate to advanced MS Excel.

·         Excellent organizational skills.

Flexible to work between 6am-8pm and 1 day on the weekends   

TO APPLY PLEASE VISIT OUR WEBSITE:  WWW.REDCATS.COM AND CLICK ON THE CAREERS TAB