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Call Center Workforce Management

Company Name:
Cardiocom, Medtronic's industry leading telehealth subsidiary
Cardiocom, Medtronic's leading telehealth company has an exciting opportunity available as a Call Center Workforce Management. This position will utilize Workforce Management Software to ensure proper staff utilization and efficiency. Propose Staffing solutions based on business needs including weekday, weekend, and Holiday staffing needs. Develop and report Agent Scorecards and Client SLA measurements for various departments. Test phone routing for accuracy and proper routing. Produce and distribute all client reporting requests on an ad hoc basis.

POSITION RESPONSIBILITIES:
o Interact with management departments to ensure accurate forecasting is done to facilitate schedules that provide adequate, not excessive staffing, to meet customer demands and company service level goals as customer contact practices change.
o Implement, maintain and administer workforce management applications that will improve and facilitate the overall operation of the call center.
o Assist with the collaboration and administration of the systems and the workforce management center technology, carefully balancing business and personnel needs.
o Use workforce management technology to schedule meetings, coaching sessions, development time and training.
o Work closely with IT to install, administer, and troubleshoot contact center solution applications.
o Provide an active contribution to the team through consistent support and fulfillment of forecasting and scheduling responsibilities ensuring the best application of resources to forecasted volumes, including predicted and unforeseen peaks and troughs.
o Respond to management and staff request regarding scheduling, time off and other activities.
o Serve as the subject matter expert and provide training for new hires on performance and scheduling procedures.
o Provide management with statistical information, reports and analysis regarding schedule adherence and employee performance.
o Create scorecard reports using workforce management applications, ECC, and other Company systems and applications.
o Maintain the systems of record for hours worked, call performance, variances to scheduled shifts and other key performance indicators.
o Assist in the development and deployment of systems and tools that assist in continuously improving overall workforce planning practices and deliverables.
o Analyze the incoming and outgoing customer contact channel (telephone, email, web and hard mail) volumes to establish trends and staffing requirements.
o Develop standard and ad hoc reports for use by Call Center as well as other areas that need information on customer contacts and system data.
o Configure contact center, CRM and other applications to allow automated reporting and data sharing.
o Supply consolidated weekly and monthly reports, providing trend analysis, service level breaches and continuous improvement opportunities to department leadership team.
o Identify best practices and optimize the use of department technology to improve division efficiency and effectiveness.
o This position will be customer facing.


EDUCATION REQUIRED:

o Bachelor's Degree required
YEARS OF EXPERIENCE:
o 5 + Working in a Call Center environment.
o 2 + Working in a Call Center WFM (Workforce Management) field.
DESIRED/PREFERRED QUALIFICATIONS:
o High proficiency in All MS Office Products, including ability to create complex spreadsheets and import/export data between applications.
o Excellent Written and Verbal communications skills
o Ability to handle multiple tasks/projects at one time
o Strong Analytical Skills
o Be able to apply good judgment and decision making skills
o Ability to work independently or as part of a team
o Proficient in ACD/IVR technology preferably Shortel
o Experience working with Workforce Management Applications, preferably Enterprise Contact Center- ECC, call matrix software (Preferred)

PHYSICAL JOB REQUIREMENTS: Physical capabilities to perform the job
o The physical demands described within the Responsibilities section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
o While performing the duties of this job, the employee is regularly required to be independently mobile. The employee is also required to interact with a computer, and communicate with peers and co-workers.
Salary, Benefits and Other:
oSalary based on experience.
oCardiocom offers a dynamic team environment with a great benefits package that includes medical, dental, vision, 401K, flex spend, life and PTO.
oExcellent opportunity for growth and advancement.

Cardiocom is an EEO/AA employer

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