LiveOps Inc.

  • Workforce Management Specialist

    Job Locations US-AZ-Scottsdale
    ID
    2019-1397
    Talent Acquisition Demand
    1
    Category
    Operations
  • Overview

    The Workforce Management Team is the heart of Operations and responsible for all Liveops clients Call Forecasting, Scheduling, Pooling/Routing, Analytics and Agent Need-Capacity Planning.  This is while ensuring all client metrics are met. 

     

    Responsibilities

    • Serve as a “hands on” expert in developing, implementing and managing all long term, short term and real time work force management activities.
    • Understanding of long-term forecasting and planning processes to assist operational teams with long term planning and hiring needs.
    • Develops schedules that effectively deliver staffing levels that consistently achieve service level commitments
    • Manage and maintain the workforce management system, business rules, inputs, and outputs
    • Knowledge and experience with workforce management systems to properly manage and maintain staff schedules.
    • Manage Workforce Management intra-day performance reports. Recommend and implement schedule changes as needed. Make real-time decisions on behalf of Senior Leaders to adjust staff schedules.
    • Understanding of all KPIs (SLA’s, abandoned, staff adherence, utilization, etc.)
    • Analyze, improve, and run staffing scenarios to recommend staffing and scheduling to ensure optimal coverage for service level goals.
    • Produce reports from the Workforce Management system as requested by management.
    • Generating reports utilized in the decision-making process within the call center environment as well as other areas of the company

    Qualifications

    • Bachelor’s degree or equivalent work or educational experience
    • Minimum of 2 years forecasting and scheduling experience required
    • Knowledge of ACD and WFM tools, administration and equipment.
    • Strong Excel Skills
    • Demonstrated experience in effectively interpreting and communicating information to individuals and groups at all levels within the organization.
    • Ability to analyze and accurately interpret data.
    • Ability to work independently and as a team player, while using discretion in decision making and sound judgment in problem solving.
    • Ability to prioritize multiple tasks
    • Detail oriented, with a high degree of accuracy.
    • Excellent communication and presentation skills; the ability to manage multiple and diverse stakeholders across businesses and leadership levels
    • Strong “problem solver”

    Workers in this position will be in a general office environment and required to sit, stand, walk, bend, stoop and lift up to 50 pounds while operating office equipment and conducting daily duties.

     

     About LiveOps:

     

    Liveops delivers an on-demand skilled workforce of onshore virtual agents for customer service and sales. With no call center, overhead or wasted idle time, our pay-per-use model scales to meet seasonal or time of day spikes in demand.

     

    More than 400 organizations across service industries including retail, health care, insurance and telecom trust Liveops to deliver an enterprise-grade workforce, with faster program readiness, increased revenue, and greater customer satisfaction scores than traditional call centers.

     

    LiveOps offers a culture of teamwork, passion and fun!  We offer outstanding benefits including insurance, 401k match, and a generous PTO plan.

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