ServiCom in Rockford is looking to hire Workforce Specialists to join our team! Apply today for consideration.
POSITION SUMMARY: Responsible for directing call volume forecasting and scheduling of call center associates in a demanding and ever-changing call center environment. Oversees continuous monitoring, tactical manipulation and daily achievement of inbound service levels, enabling profitable call center operations and the attainment of the highest level of client and consumer satisfaction. Accountable for continuous improvement of performance levels particularly where levels fall below client or Company targets. Supports the Company’s efforts to achieve optimum growth by providing superior call center services.
MAJOR DUTIES/RESPONSIBILITIES: 1. Directs activities such as traffic measurements, operations and studies. 2. Develops long-term business forecasting and strategic planning to identify risks & opportunities. Establishes targets to achieve metrics consistent with Company’s forecast & strategic plan. 3. Provides escalation support to Site Program Manager in the resolution of traffic related issues. 4. Partners with Call Center Director in the preparation of budgets to achieve optimum staffing levels to meet call volume. 5. Participates in disaster recovery planning & directs execution of alternative traffic management process. 6. Maintains an expert knowledge of traffic computer applications and supporting technology in order to provide creative traffic handling solutions.
ORGANIZATIONAL RELATIONSHIPS: Supervisor Title: Workforce Manager Internal Contacts: Advisors, Supervisors, Program Managers, Account Managers, Call Center Administrators, IT D:
- High School Diploma Required,
- Associates Degree preferred, or equivalent experience
- 2 years experience preferred
- Analytical skills
- In-depth experience with Excel
- Verbal & Written Communications
- Organizational skills
PHYSICAL DEMANDS/ENVIRONMENTAL CONDITIONS:
- Fast-paced and changing environment
- Call center environment
* Only applications with resumes will be reviewed. Please read job description in its entirely before applying.