• Job Description

  Req#: 3011477

  Summary:

  
  Responsible for workforce management software and call center call volume management, managing staffing levels, and determining the most effective methods for staffing adjustments and projections. Utilize call center tools to observe agents in actual state compared to agent scheduled state. Ability to resolve phone routing and staffing issues. Manage real time inbound call traffic to ensure service levels, ASA, and Longest Call Waiting Corporate metrics are met. Track all planned and unplanned absences for call center agents.

  Duties and Responsibilities:

  • Maintain all phone exception time for agents in Existing Customer/Pending Install/Advanced Care and update Workforce management with required information.
  • Generate and adjust employee schedules.
  • Forecast call volume and staffing needs.
  • Responsible for real time balancing of Existing Customer/Pending Install/Advanced Care agents in required split and skills.
  • Maintain all requests from management regarding load balancing phone queues real time.
  • Communicate with management on the call volume, call stats, or any reporting via chat/e-mail.
  • Maintain a timely response time in chats that the Resource Desk is required to watch.
  • Run meetings for management and senior management, reading off prior day stats and forecasted stats for the call centers we support.
  • Support teams that focus on back-office work with reporting and moving their staff between work queues to ensure service level targets are achieved.
  • Provide first level support for all general questions regarding Existing Customer/Pending Install/Advanced Care call volume, staffing and call center metrics.
  • Responsible for generating Existing Customer/Pending Install/Advanced Care daily, weekly, and monthly reports and distribution of reports to all Existing Customer/Pending Install/Advanced Care Team Managers, Unit Manager, and Director as well as any Existing Customer/Pending Install/Advanced Care supported site.
  • Responsible for daily Productivity Market phone and Exception Coverage set ups.
  • Responsible for processing all PTO, PTOU, and absences using Workforce management tools.
  • Daily processing of all staffing update emails.
  • Attendance audits.
  • Know or be willing to learn Aspect WFM, Excel, Excel formulas, and eventually Microsoft Access.
  • Other duties as needed.

  Skills:

  • Comprehends and learns department practices, rules, and regulations.
  • Speaks clearly and concisely.
  • Effectively communicates in chat and e-mail with a diverse population.
  • Acts and thinks quickly and effectively in difficult situations.
  • Follows written and oral instructions/direction.
  • Ability to locate informational resources as needed.
  • Self-motivated and team oriented.
  • Proficient in prioritizing decisions based upon multiple criteria and identifiable standards of policies and procedures.
  • Multi-tasking in various situations.
  • Ability to work both independently and as part of a team.
  • Ability to adapt to change as business needs require.
  • Ability to adjust to fast paced environment and adaptability to change.
  • Ability to keep confidential information secure and maintain professional attitude in regarding sensitive information.

  Experience:

  • High school or equivalent degree required, college degree preferred.
  • Excellent working knowledge of Excel software.
  • Access software experience is a plus but not required.
  • eWorkforce Management/Aspect is a plus but not required.
  • Minimum of one (1) year of customer service experience required.
  • Excellent communication skills.
  • Strong organizational skills.
  • Strong analytical skills.

  Benefits:

  • Medical, dental, and vision insurance
  • Paid Time Off
  • 401(k) plan with company matching contribution
  • Supplemental voluntary benefits
  • Tuition reimbursement
  • Employee Referral Program
  • Employee Discount Program
    

  Compensation:

  • The pay range for this role is $17.40 - $21.75 hourly and is based on experience and qualifications.
    

  Anticipated application close date is on 4/12/24.
  

• About the company

  ADT Commercial can provide a custom integrated security solution to help cover all your locations - inside and out. Our local teams will tailor your systems to meet the specific needs of each facility.

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