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Role Overview

Monitor and report on real-time queue performance
Monitor attendance line and track absenteeism
Prepare data for daily meetings with Supervisors
Update schedules to reflect real time and future changes
Support WFM and Clinical Leadership in labor management practices
Utilize queue data to provide analytical support and recommendations
Other duties as assigned.

Requirements

High school diploma/GED or above
Associate degree or 2+ years of experience in a Contact Center
Strong functional analytical skills
Process Improvement skills in a contact center environment
Strong knowledge of Microsoft applications including Outlook, Excel
Strong hands-on knowledge of workforce management tools
Ability to balance multiple priorities with little or no direction
Ability to create well organized, accurate, and concise material and documentation for organizational use.

Benefits

medical
dental
vision
supplemental income insurance
employer paid disability insurance
employer paid life insurance
pre-tax FSA for medical and dependent care
401K available

Vibrant

Open Positions (1)

Operations

Operations Assistant, Workforce Management