Posted on 11-05-2012
Company: IGS Energy
Workforce Lead
Location: Dublin, OH

Job Summary:
Manage the day to day operations of the Workforce team and provide guidance on tasks.

Primary Responsibilities:

  • Serve as the primary point of contact/subject matter expert for assigned team; provide coaching and counseling to on various contact center/Workforce items.
  • Develop and manage long and short range forecast.
  • Assess data to identify business trends for process improvements.
  • Responsible for all workforce related analysis including forecasting, staffing, and scheduling.
  • Recommend and monitor Contact Center operational and performance standards.
  • Manage staffing plan to ensure the Contact Center is staffed to handle all customer contacts.
  • Prepare regular reporting to evaluate and identify opportunities to improve contact center performance and efficiency.
  • Interpret data and advise management of any issues impacting performance.

Skills & Abilities:

  • Knowledge of Customer Service fundamentals, strong business sense, and practical expertise.
  • Technical skills including Microsoft Windows applications, basic knowledge of statistical reporting, graphical presentation, and spreadsheet type software.
  • Must be self-directed, have initiative and critical thinking skills, with the ability to manage numerous projects simultaneously.
  • Effectively communicate through written and oral reports with minimal instruction.
  • Exceptional mathematical, analytical, problem solving, attention to detail, and organization skills.
  • Strong relationship building skills with a high degree of responsiveness, reliability, and integrity; proven ability to motivate, encourage, and mentor others.

Minimum Education & Experience:

  • High school diploma or equivalent.
  • Prior experience in a data reporting role; 2 years’ coaching experience preferred.
  • 3 years’ experience in a customer service environment.

All applicants should apply online –