Workforce Management Program Assistant

Duties include but are not limited to: The incumbent reports directly to the VEO Contact Center Operations Supervisory Management Analyst and assists in maintaining and updating agent schedules, monitoring call queue and agent performance in real-time, providing analysis on historical trends related to call center and agent performance, identifying and executing mitigation plans to improve performance, and creating and maintaining reports related to call center performance. The incumbent provides direct feedback on staffing requirements, workload projections, scheduling practices, and intraday workforce productivity reporting. The incumbent assists in the use of qualitative and quantitative analysis techniques to recommend improvements in the processes and/or procedures that enhance overall WFM operations. The incumbent further assists with audits and surveys that are used by managers in determining which goals and objectives to emphasize. The incumbent uses various data collection, analysis, and reporting techniques to assist in the development and evaluation of performance standards within WFM, utilizing various software tools. Develops life cycle cost analyses of projects or performs cost-benefit or economic evaluations of current or projected programs. The incumbent performs monitoring of WFM on productivity-related issues, utilizing various software solutions to assist with meeting prescribed call center performance metrics. The incumbent assists management by providing direct feedback on call center productivity and coaching the supervisors and agents toward performance improvement and to ensure performance standards are met. The incumbent utilizes standard project management practices, principles, and guidelines regarding the installation or implementation of new technologies and equipment. The incumbent performs other duties in support of WFM as assigned by the VEO Contact Center Operations Supervisory Management Analyst. The incumbent works closely with management staff in support of testing and implementing any software solutions related to the call center. The incumbent utilizes Workforce Management (WFM) and Customer Relationship Management (CRM) software to forecast and design work schedules as required by business needs and is responsible for managing all activities around accurate and timely timekeeping processes, to include entering schedules, modifying schedules, and certification of records for all division staff as designated by his/her supervisor. Advises management on the distribution of work among positions and organizations and the appropriate staffing levels and skills mix. The incumbent assists in the development of systems and procedures for the management and processing of controlled and other priority communications. Conducts and/or assists in the testing of new programs, enhancements to existing processes, and new initiatives impacting customer service, such as EDI, telephone systems, WFM software and techniques, etc. Work Schedule: Full-time (day shift), 8 hour tours varying between, 7:00am - 7:00pm EST, Monday - Friday. Compressed/Flexible: Not Available Telework: Not Applicable Remote: This is a remote position Position Description/PD#: PD19973A Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not required