POSITION: Workforce Management - Command Desk - Seasonal

LOCATION: All-Sites

DEPARTMENT: Workforce Management

SALARY GRADE: 4 (Formerly pay grade 7) - Starting wage is $16.50/hr and may increase based on merit, tenure and statewide wage requirements. 

REPORTS TO: Workforce Management/Scheduler Supervisor

Job Description: Why you and why us?

As a Command Desk associate, you will be responsible for monitoring and analyzing performance metrics to ensure operational efficiency and adherence to service level targets by identifying trends and making real-time decisions to optimize performance for multiple queues.

Job Duties: Your day to day

• Solve the problem efficiently: Quick with quality

• Make it personal: Take ownership

• Inspire customer loyalty: Give them a reason to come back

• Listen Carefully: Be attentive

• Empathize and show effort: Because we care

Job Summary

As a Command Desk associate, you will be responsible for monitoring and analyzing performance metrics to ensure operational efficiency and adherence to service level targets by identifying trends and making real-time decisions to optimize performance for multiple queues.
 

Responsibilities

• Monitor real-time performance metrics across multiple channels and queues, such as call volume.
• Identify and analyze trends in key performance indicators (KPIs) to seek opportunities to optimize performance and maintain service level targets.
• Review staffing levels and make real-time decisions to aid in service level targets being met. (VTO, OT, Time Off, etc.)
• Utilize real-time performance tools and systems to track and analyze performance data accurately and effectively.
• Develop and maintain intraday reports to provide insights into real-time performance and operational trends.
• Communicate effectively with team members and leadership regarding real-time performance, including but not limited to updates on current call volume, average handle times, abandonment rate and average speed of answer.
• Participate regularly in team meeting discussions to share insights, best practices, and recommendations for optimizing performance.
   

Qualifications

• Ability to work effectively under pressure in a fast-paced environment and make sound decisions in real-time.
• Excellent verbal and written communication skills.
• Detail oriented with strong organizational and time management skills.
• Strong analytical and problem-solving skills with the ability to interpret and make data-driven decisions.
• Proficient in Microsoft Excel.

Important Facts:

• This is a Seasonal Full-Time, non-exempt level position requiring a 40-hour schedule
• Schedules to be determined at time of offer
• Must complete talent assessment for consideration. 

TO APPLY: Interested candidates should complete the application through the internal job board. It is a requirement that any associate applying for this position be meeting or exceeding all essential functions, and may not have received any level of progressive counseling greater than a verbal warning within the past six months. Applicants must have the minimum required work experience for the position, as stated in the job posting.

Have questions? Feel free to reach out to the Recruiting team - CCRecruiting@wsgc.com

APPLICANTS MUST MEET ALL ESSENTIAL FUNCTION