Contact Center Workforce Management Specialist – Rosemont, IL – Advocate Health

Posted On: 4-20-2018
Position Title: Contact Center Workforce Management Specialist
Job Location:  Chicago/Rosemont Illinois
Contact Information:  Apply online at https://jobs.advocatehealth.com

This role is responsible for providing performance analysis to monitor and ensure contact center service levels are consistently met. Major responsibilities include analyzing real time adherence data, researching performance issues, ensuring proper staff skilling in OTCS, identifying areas of improvement, and adjusting associate schedules to meet the call center service standards. Performing call quality monitoring as well as providing reporting needs to support and drive improved performance for all departments within the contact center.

Accountabilities:

Personnel Resource Management

Data Source Development and Analysis

Customer Relations

Call Reporting and Analysis

Quality Assurance

REQUIRED QUALIFICATIONS:

  • FULL-TIME – hours need to be flexible from anywhere from a 6:00 AM start to a 10:30 AM start. Saturday work is required
  • Associates degree or equivalent
  • 3-4 years of experience in a service related industry.
  • Previous contact center and workforce planning and quality experience required.
  • Competent statistical understanding.
  • Demonstrates and applies a strong understanding of functional aspects of call center operations.
  • Strong analytical and critical thinking skills.
  • Possesses in-depth knowledge of real time principles and strategies, including real time agent skill-based routing, occupancy, shrinkage, contingency planning, and call routing.
  • Positive, enthusiastic, and helpful demeanor.
  • Organized and able to set and manage priorities.
  • Maintains high energy and a positive attitude.
  • Demonstrates a personal commitment to promoting high performance.
  • Thinks quickly and uses appropriate judgment.
  • Possesses excellent interpersonal skills, diplomacy, and patience while interacting with customers and colleagues.
  • Ability to use computer terminal for extended time frames.
  • Ability to work weekends, holidays, and different shifts in order to accommodate staffing
  • Maintains high energy and a positive attitude.
  • Demonstrates a personal commitment to promoting high performance.
  • Thinks quickly and uses appropriate judgment.
  • Possesses excellent interpersonal skills, diplomacy, and patience while interacting with customers and colleagues.
  • Ability to use computer terminal for extended time frames.
  • Ability to work weekends, holidays, and different shifts in order to accommodate staffing.
2018-04-20T10:40:34+00:00