Job Description: Why you and why us?

How would you like working in a department that interacts with the entire WSI Care Center operation? Do you possess strong multitasking and problem-solving skills? Do you like to help train and mentor? Then the Workforce Management Team could be the place for you! We are looking for associates who are detail-oriented, work well independently, are eager to participate in team discussions and possess strong organizational and time management skills.

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

Ensure/coordinate appropriate staffing in real-time based on call volume by utilizing all available department tools and troubleshooting and resolving L1, IT issues to meet maximum efficiency and service level for each center.

Essential Functions: The nuts and bolts

• Manage multiple call queues in real-time

• Watch staffing levels to ensure planned coverage is met throughout the day

• Follow and react to real-time metrics (AHT, Service Levels, Occupancy)

• Process and analyze attendance

• Make real-time staffing decisions, i.e. VTO, OT, Time Off, and project time

• Create, analyze and distribute intraday reporting of volume, and attendance

• Ensure communication of disaster recovery

• Ensure communication of real-time system events impacting staffing and call volume

• Provide support to scheduling team as backup to reporting and scheduling needs

• Other projects as assigned by Workforce Manager / Supervisor

Qualifications: What you need to apply

• High School Diploma or GED

• Previous Workforce Management or Command Center experience preferred

• Excellent Attendance

• Must be proficient in MS Excel, and have a solid background in all MS Office products

• Interpersonal skills necessary to train others in computer systems.

• 1-2 years Call Center experience

• Ability to multi-task and make decisions in fast-paced environment

• Excellent verbal & written communication skills

• Possess exceptional problem-solving skills / analytical mindset

• Work well independently, take initiative, and flexible

Important Facts:

• This is a Full Time, non-exempt level position requiring a 40-hour schedule.