Workforce Management Specialist
Islandia, NY

Job Description

Workforce Management Specialist

Islandia, NY - Full Time

The Miner Corporation is a leading provider of facility repair and maintenance services to national retailers and other customers. Our Company services customers, which include Fortune 100 businesses, at over 30,000 locations throughout the United States and Canada. The Miner Corporations expertise spans diverse trades including doors, locks, plumbing, electrical and handyman services, with 24-hour availability and rapid response times. Our Company complements its service offerings with in-house design and manufacturing of a variety of security enclosures which are marketed to the same customer base.

Key Job Responsibilities:

* Effectively manage overall capacity needs across multiple centers, on a weekly and monthly basis
* Coordinate and measure results in forecasting, capacity planning, schedule optimization, real-time resource management, and real-time resource reporting daily
* Identify and communicate areas for continual improvement of service levels and staffing models; recommending and initiating process improvements as needed
* Analyze and interpreting past and current call volume data to determine staffing needs, create accurate schedules, and to assure service levels, and customer satisfaction goals are met as needed
* Analyze, produce and report daily, weekly, and monthly statistics for management
* Prepare daily and weekly reports which measure KPIs for agents and model productivity
* Help to manage and administer ACD and outbound dialer technology
* Ability to define problems, collect data, establish facts, and draw valid conclusions

Education and Experience Requirements:

Bachelors degree in an Operations Management, Computers and Information Systems, Statistics or related business-related discipline, or equivalent experience in a call center environment.

* Minimum of 3 years Call Center Workforce Management (Logistics or Scheduling/Planning) experience
* Experience routing calls to agents by adjusting skills or thresholds using queue management system
* Solid knowledge and use of Microsoft Office including Excel & Word documents
* Strong math skills and the ability to perform statistical analysis
* Knowledge of Call Center metrics, agent behaviors and other factors that affect queue and adherence reporting
* Experience routing calls to agents by adjusting skills or thresholds using queue management system
* Experience with Five9, NICE, InContact, Aspect EWFM, preferred
* Knowledge of ACD/IVRs and call flows preferred
* Salesforce ServiceCloud experience preferred
* Experience scheduling and forecasting for back-office functions/case management organizations

Physical Demands

The physical demands described here 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. While performing the duties of this job, the employee is regularly required to sit; use hands to type, maneuver, handle, or feel; and talk or hear. The employee frequently is required to walk and reach with hands and arms. The employee is occasionally required to stand and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The work is performed primarily in an open-office setting, with co-workers working side-by-side and a moderate level of activity being performed by co-workers across the office. The noise level in the work environment is moderate.

* This job description is subject to change at any time.

The Miner Corporation considers applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, genetic information, marital or veteran status, or any other legally protected status.