Job Description
Associate IIIb - Workforce Management-3689
Description
N10
Job duties include, but are not limited to the following:
* Supports the workforce management activities within a shared services environment
* Monitor real-time service levels, average speed of answer, and schedule adherence by using Aspect eWorkforce Management Tracking module and Real-Time Adherence software, CMS CentreVu or other resources
* Realign resources to optimize coverage and service by scheduling based on skill set and priority
* Collect contact center data for analysis, reporting, managing of staffing needs, and improving processes
* Communicate with front-line leaders to address staffing needs
* Create and manage an attendance hotline to enable centralized communication
* Execute contingency plans for service level challenges, system outages, closed units or other catastrophic events
* Maintain agent lists within CentreVu (CMS)
* Moderate to heavy keying required
Job Requirements
* High School Graduate
* 1 year related work experience in customer service operation
* Experience with monitoring and scheduling tools, such as Aspect, ESP (eSchedule Planner), CentreVU, or CMS or other resources identified
* Experience with resource management processes, practices and applications
* Experience with Word and Excel
Business Specific Criteria (preferred skills):
* 3 years related work experience in customer service operation
* 2 years experience in a call center environment
* Experience with call center metrics and performance standards
* Experience delivering presentations to large groups, at all levels
* Access database queries experience
Primary LocationJacksonville
OrganizationBlue Cross Blue Shield of Fla
ScheduleFull-time
Posting DeadlineSep 30, 2013, 11:59:00 PM