Workforce Manager in Bryan, TX at Alltran

Date Posted: 5/1/2018

Job Snapshot

Job Description

Alltran is seeking an individual, who is able to provide a world-class experience taking pride as a Workforce Manager.

Description: The Workforce Manager must have experience using workforce management systems to create accurate call volume forecasts and schedules that maximize the effectiveness of the call center staff. They must be able to provide data analysis, performance metrics, and other functions.

We take pride in our culture and accountability in our core values.  We look for individuals who have the ability to collaborate when necessary, remain focused on their responsibilities, value their human side, and remain honorable at all times.  In this role, each individual will be able to enhance their skills, diversify their experience and grow with us as we continuously expand our brand. 

Alltran Core Values:

Collaborative: you take pride in knowing each consumer has an excellent experience as you assist them in creating solutions

Human: you treat others the way you want to be treated and desire to be known as a helpful resource

Honorable: you always do the right thing for consumers

Focused: you never loose site of your goals, therefore you consistently encourage yourself

If you believe strongly in OUR core values, have a good work ethic, savvy with technology, compliant to structure and looking for a phenomenal opportunity…WE ARE LOOKING FOR YOU! 

 

Job Requirements

Essential Duties and Responsibilities

  • Monitor daily intra-day forecasts and staffing levels based upon various call center metrics
  • Generate past, real time, and future reports on a regular and ad-hoc basis
  • Compile various daily/weekly/monthly reports, including daily operations review and monthly scorecards/dashboards
  • Manage Real Time Adherence by monitoring agent schedule and ACD states in RTA, and communicate with the supervisors
  • Manage daily service levels to plan
  • Coordinate staffing working with operations management
  • Make recommendations to operations management on staffing levels to balance service objectives and cost
  • Pro-actively identify service risks/challenges and promptly notify the operations team
  • Act as central communications point for any technology or facility issues affecting call center and support operations

Required Skills

  • Minimum of 3 years call center scheduling and service level experience
  • Must possess a strong understanding of call center technology/terminology including experience with forecasting and workforce management optimization software (Preferably I3);
  • Comprehensive knowledge of Microsoft Word, Excel and PowerPoint
  • High School required; Associate Degree preferred

 

Why should you consider Alltran?

Alltran is a diversified Contact Services and Accounts Receivable Management company with over 40 years of rich history.

Our client list is as impressive as our staff and we offer a wide variety of benefits, along with a competitive salary and some of the highest commission pay out in the industry along with paid training!


Disclaimer: 

Alltran does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, physical or mental disability, marital status, genetic information, or any other characteristic protected by federal, state, or local law, ordinance, or regulation.

Please visit our company website at www.Alltran.com to explore other available positions in any of our offices nationwide.

CHECK OUT OUR SIMILAR JOBS

  1. Human Resources Jobs
  2. Human Resources Jobs

Not Ready to Apply?

Join the Alltran Talent Network today to stay up to date with our current opportunities!

Join our talent network