Real Time Administrator, Workforce Management

Job Description: • Monitor real-time demand and key performance metrics (i.e. ASA, Abandons, AHT) and proactively identify and communicate points of exposure • Follow protocol to deploy resources according to plan, manage service levels, and apply un-planned AHA coverage as necessary in accordance with business priorities • Monitor AHA activity and occupancy to proactively optimize staff productivity in and out of queue • Minimize the general over- and under-serving of accounts • Minimize fire-drills to recover service levels • Communicate verbally and in writing with AHAs, management, and other departments as necessary to coordinate workforce deployment and schedules • Update all weekly AHA schedule exceptions (i.e. OOO, meetings, projects, transfers, etc.) and support ad-hoc schedule requests • Escalate systems-related issues, as appropriate Requirements: • 2-3 years minimum related experience preferred or equivalent combination of education and experience. • Knowledge of telephony and WFM systems preferred, but not required. • Strong knowledge of Microsoft Excel preferred; basic knowledge of Microsoft office applications (Outlook, Word) required. • Time management and task prioritization; ability to work in a fast-paced environment with changing priorities. • Detail-oriented, inquisitive, enjoys problem-solving. • Proven ability to ‘roll up your sleeves’ and make a contribution quickly. • Operates from a perspective of truly caring about and creating value for our clients (internal and external). • Team player capable of working effectively and collaborating with people from a diversity of backgrounds and/or opinions. Benefits: • Competitive medical, dental, and vision coverage • Competitive 401(k) Plan with a generous company match • Flexible Time Off/Paid Time Off, 12 paid holidays • Protection Plans including Life Insurance, Disability Insurance, and Supplemental Insurance • Mental Health and Wellness benefits Apply tot his job