WorkForce Administrator

Role Overview

• Ensuring Service Level Agreement goals are being achieved daily
• Ensuring all agents are following scheduled activities
• Monitoring call volume throughout the day and making changes to scheduled activities as needed
• Updating agent schedules in real time to account for ad hoc needs or absenteeism
• Understand staffing coverage and offer Extra Time or Unpaid Time Off as needed
• Assists in onboarding new hires
• Assist with remote employee processes (sending policies, return labels, tracking of equipment)
• Work with center leaders to determine trends in agent behaviors/call volume and help determine appropriate action plans.
• Communicate with agents, supervisors, center leaders through multiple platforms
• Manage multiple Teams channels
• Assist in answering agent questions, from technical issues to policy and procedure topics
• Assist in management of facilities
• Other duties as assigned

Requirements

• High School Diploma or GED or equivalent required; Associates Degree or greater strongly preferred
• 2+ year’s experience in a multi-channel contact center preferred
• Strong understanding of NSC operating standards and procedures required
• Advanced knowledge of Microsoft Office applications with emphasis on Excel

Benefits

• Health insurance
• 401(k) matching
• Paid time off
• Flexible work arrangements
• Professional development opportunities