2013-09-21

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

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