Posted On: 8-16-2013
Job Title: Workforce Specialist
Location: Dublin, OH
Company: IGS Engery

Contact Info:

Kara Radabaugh (recruiter)


Job Summary:

Responsible for examining and interpreting data from multiple sources to supply meaningful information used for directing Contact Center initiatives, activities, and resources.  Responsible for monitoring the effectiveness of the forecast and the execution of the scheduling plan. This is performed real time, but may include historical analysis.


Primary Responsibilities:

  • Monitor intra-day call traffic and real time staffing to ensure service level goals are met
  • Monitor queues against daily forecast and adjust resources to optimize performance in the Contact Center
  • Perform trend analysis to determine root cause of issues related to staffing need
  • Analyze and track call volume and historical trend data to determine expected levels of daily call activity in the future
  • Enter exception requests for meetings, coaching, special events, etc. into GMT
  • Create agent profiles in GMT


Skills & Abilities:

  • Knowledge of Customer Service fundamentals
  • Familiarity with report development tools such as CMS, Microsoft Access and Excel
  • Must be self-directed, have initiative and critical thinking skills, with the ability to manage numerous projects simultaneously
  • Ability to develop new ideas and creative solutions
  • Effectively communicate through written and oral reports with minimal instruction
  • Exceptional mathematical, analytical, problem solving and organization skills
  • Strong relationship building skills with a high degree of responsiveness, reliability, and integrity


Minimum Education & Experience:

  • High school diploma or equivalent
  • Prior experience in a data reporting role preferred
  • Exposure to sales/customer service/contact center environment preferred