Spectrum Employment – Workforce Management


Job Description:

The Spectrum Workforce Management – Sales & Marketing Coordinator I is responsible for the Flex scheduling, PTO, OOSA, VTO, and OT administration in eWFM.

Job Responsibilities:

  • Assist Workforce Administrator in administration of overtime and voluntary time off (VTO) programs
    Coordinate real-time scheduling of team meetings, supervisor coaching sessions, training, and other scheduled off-phone activity.
  • Monitor intra-day call volume to outsourcers to ensure load balancing and compliance to forecast agreements
  • Assist in administration of flex scheduling, schedule slides & swaps, and other administration through utilization of workforce management software (Aspect eWorkforce Management Software)
  • Forecast potential over-staffing/under-staffing conditions and adjust real-time staffing based on Call Center needs
  • Assist in monitoring of sick calls, tardiness, etc., entering real-time exceptions into Aspect eWorkforce Management (absence, tardiness, meetings, overtime, etc.)
  • Support WFM Administrators and WFM Staffing Analysts on special projects.
  • Perform other duties as requested by manager.

Job Requirements:

  • Ability to use scheduling and workforce management software (e.g. Aspect eWorkforce Management’s tracking module and Real Time Adherence Software)
  • Ability to analyze and interpret data
  • Knowledge of cable television products and services
  • Ability to show judgment and initiative and to accomplish job duties
  • Ability to maintain confidentiality
  • Ability to work independently
  • Proficient in using Microsoft Office software applications (including MS Word, Excel, etc.)
  • Ability to make decisions and solve problems while working under pressure
  • Ability to prioritize and organize effectively
  • Ability to work with others to resolve problems, handle requests or situations
  • Ability to use personal computer
  • Ability to handle multiple projects and tasks
  • Flexibility with work schedule required (weekend, early morning, or night shift)
  • Ability to communicate orally and in writing in a clear and straightforward manner
  • Ability to communicate with all levels of management and company personnel

Qualification & Experience:

  • High School Diploma or recognized equivalent
  • 1 year: Call center (in-bound) experience

Job Details:

Company:  Spectrum

Vacancy Type:  Full Time

Job Location: Columbia, SC, US

Application Deadline: N/A

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