Workforce Management Care Coordinator (Albany, NY) - Time Warner Cable - Albany, NY

Workforce Management Care Coordinator (Albany, NY) - Time Warner Cable - Albany, NY -

Shopper Reference Code: 180787

• Place open solely to Albany Residential Inbound Gross sales Staff*

Time Warner Cable presently seeks a Workforce Coordinator for our Buyer Ops/ Service Division in Albany, NY . Under please discover a temporary description of the important duties and duties required to perform efficiently on this place.

Place Abstract:

• The Coordinator, Workforce Operations, possesses superior information within the following key useful areas; contact middle name quantity; actual time intra-day forecasting, contact middle scheduling – work schedules and all off-telephone exercise scheduling, actual time monitoring of multi-talent agent exercise – together with schedule adherence. Will possess information of name middle workforce management software program, name middle operations and name middle KPIs in a multi-website setting.


• The Coordinator, Workforce Operations is liable for coordinating deployment and operational actions for contact middle(s) operations together with, however not restricted to, creation of agent schedules, contributing to managing extra time, managing service ranges, and intra-day efficiency-together with re-forecasting. This particular person can be chargeable for the actual-time monitoring and monitoring of agent schedules and all off-telephone exercise for the all departments together with outsourced vendor relationships. This individual will help with coordinating the scheduling of workforce conferences, supervisor teaching periods, coaching, and different scheduled off telephone exercise.


• The profitable candidate can be self-motivated, enthusiastic, artistic, analytical drawback fixing particular person contributor who is ready to work with minimal supervision and possess wonderful interpersonal and communication expertise, in addition to superior time management talents.

Important Job Features:

• Liable for monitoring actual time exercise of brokers, agent occupancy, forecasting accuracy by interval, and sustaining service degree in a multi-website setting and with outsource enterprise companions. Handle the scheduling of name middle exercise, staff tasks, staff coaching, and conferences. Work instantly with the Regional Supervisor, Workforce Operations, the WFM staff and different cross-practical teams to determine and implement a constant degree of service that positions Time Warner Cable as the purchasers’ trusted supplier.


• Communication with inner and exterior assets to trace and monitor progress of operations.


• Creates and manages data of operations, to take care of requirements and supply replace reporting.


• Contribute to the Firm imaginative and prescient of being the business chief in customer support by way of high quality; dedication, courtesy and teamwork. Help in administration of Contact Middle scheduling and workforce management software program (e.g. utilizing Facet eWorkforce Management’s monitoring module and Actual Time Adherence Software program)


• Interacts with inner and exterior assets to behave as a liaison to division/management, and to resolve issues and points.


• Monitor Actual Time Adherence statistics, serving to to make sure agent’s are on the telephones throughout scheduled telephone hours, consists of monitoring breaks/lunches Monitor sick calls/tardiness, and so on., getting into actual-time exceptions into Facet eWorkforce Management (Absence, Tardiness, Depart Early, Conferences, Extra time, And so on.)


• Generate and talk to applicable members of management (native and regional) off telephone exercise stories, staffing points, efficiency measures, and name statistics


• Develops relationship with, offers help for, and positive factors cooperation and dedication to inner and exterior assets in attaining departmental and general enterprise aims.


• Assists in group, coordination, and illustration for occasions requiring the efforts and enter of a number of sources.


• Supplies administrative help to Market and Technical Management in service facilities in addition to having a worldwide view of the area.


• Coordinates all operational wants that required departmental selections. Plans and organizes workflow to make sure environment friendly division operations.


• Interfaces with different departments by means of written and verbal communications to deal with and resolve all buyer conditions satisfactorily.


• Develops reviews, maintains spreadsheets and supplies administrative help in all areas as wanted.


• Reviews and identifies tendencies and works with Management to right issues.


• Keep a direct partnership with name middle Managers, Supervisors, and Brokers to advertise an worker pleasant surroundings.


• Handle name supply sample to outsourcers- base on actual time impacting occasions( comparable to buyer impacting outages, telephone/pc issues, pure catastrophe, evacuation of inner facilities and so forth..). Be sure that day by day/month-to-month name quantity is inside contractual guidelines- Avaya CSM: screens name quantity throughout the NYC market.


• Regulates Assortment Exercise- WACS


• Help with different duties as assigned

Most popular Qualifications:

• This place requires a highschool diploma or GED; or equal.


• Associates diploma or two years expertise most popular in workforce management, ideally in a multi name middle setting inside the cable business.


• Expertise with workforce management software program, ideally Facet EWFM methods.


• Robust time management expertise


• Expertise working with a number of teams towards a standard objective.


• Should possess robust organizational expertise, together with the power to prioritize work in an environment friendly method.


• Robust judgment expertise.


• Should possess potential to take initiative and deal with numerous duties concurrently whereas working effectively, successfully, and independently beneath minimal supervision, in a quick tempo, buyer targeted surroundings.


• Requires means to train artistic drawback fixing methods.


• Should possess wonderful verbal and written communication expertise. This consists of the power to speak successfully, tactfully and courteously.


• Should have robust information of Microsoft Workplace merchandise together with, Phrase, Excel, PowerPoint, and Web Explorer


• Should have versatile work hours and be out there as required by enterprise operations.


• Robust consideration to element and accuracy required.


• Should mirror the objectives and philosophy of the corporate.

Job Code : TWCCWF170 Workforce Mgmt Care Coord Nonexempt

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