ASEA
  • 16-Dec-2021 to 14-Feb-2022 (MST)
  • Associate / Customer Support
  • Pleasant Grove, UT, USA
  • DOE
  • Hourly
  • Full Time

We offer a competitive wage and excellent benefits package including 401(k), medical, dental, vision, life, disability, supplemental insurance, paid time off, and free company products.


WORKFORCE MANAGEMENT SERVICE LEVEL SPECIALIST

ASEA is looking for a talented and enthusiastic Workforce Management Service Level Specialist to join our team. ASEA, a global leader in cellular health, is dedicated to providing a sustainable lifestyle by delivering high-quality health products through a direct-selling distribution model. ASEA offers first-to-market products that affect health at the genetic level. We're regularly included on Utah's Best Places to Work and have a tight knit team that work hard and play hard. Perks include working in a brand new, very cool, office space (complete with ping pong table and soda fountain) coupled with great opportunities for personal and professional growth.


SUMMARY:

The Workforce Management (WFM) Service Level Specialist (SL) is responsible for ensuring that the correct number of agents are scheduled and available to answer an accurately forecasted volume of incoming service requests within an established service level. More generally, the specialst will assist the Workforce Manager in the overall coordination of all scheduling and capacity planning activities in the contact center.


RESPONSIBILITIES:

  • Monitor the queue to ensure that during periods of long wait times all hands are on deck and be willing and able to jump in and take calls or emails to help bring the queue down.
  • Monitor the flow of calls to ensure, as much as possible, a balanced workload amongst the team.
    • If there is a clear workload imbalance that can be fixed by temporarily removing or adding skills the SLC will reassign skills as appropriate.
      • If skills are changed, they must be restored to their original state at the end of the shift.
    • Identify suspected workload imbalances that requires a long-term queue reassignment, and request WFM analyst to pull numbers over a 90-day period to identify possible queue reassignments.
  • Monitor the WFM inbox to ensure time off requests, call outs and other information is updated and added to the support calendar as needed.
  • Primarily responsible for ensuring the calendar remains accurate.
  • Build and maintain an accurate schedule within Nice inContact WFM scheduling tool.
  • Update the schedule as needed to ensure accurate adherence statistics for agents.
  • Coordinate and manage all off-line event scheduling for contact center representatives while maintaining acceptable staffing levels for multiple languages.

QUALIFICATIONS:

  • Experience with Workforce Management, including scheduling, forecasting, schedule adherence, workforce optimization, etc.
  • Experience with contact center and WFM software and technology, including:
    • InContact ACD/IVR
    • CXone WFM
    • NICE Analytics
    • NICE QM
  • Must have a strong knowledge of Excel and other Windows based programs (Word, PowerPoint, etc.), and the ability to coordinate and analyze data in a structured manner.
  • Experience in performing WFM functions across multiple teams, including remote agents.
  • Strong attention to detail, and a willingness to help if issues arise.
  • Deep understanding of metrics required.
  • Experience working with large data sets and databases.
  • Basic experience with SQL and Power BI is a plus.
  • Ability to effectively perform in a fast-paced environment, both independently and as a team.
ASEA
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