Workforce Administrator MBJ

Workforce Administrator - Montego Bay

The Call Center Workforce Management (WFM) Administrator will partner with the Workforce Management team in monitoring real time inbound call traffic to ensure optimum efficiencies and will work to ensure acceptable service levels, abandon rates, and active rates. This position is also responsible for intraday analysis of call flow together with monitoring and adjusting staff resources to meet call volume demands and performance goals. On a regular and continuous basis, the WFM administrator must exercise good judgment, integrity and assume responsibility for decisions, consequences and results having an impact on people, cost and quality of service within the organization.

Duties & Responsibilities:

• Complete and manage schedule exceptions/adjustments for the company on a daily basis.
• Ensures the accuracy and timeliness of data by responding to time-off requests, schedule changes, and other types of requests.
• Monitor all real-time and intra-day activities to ensure operational goals are met.
• Accurately track and manage contact center schedule adherence.
• Conduct analysis and recommend solutions to real time performance issues.
• Prepare daily/weekly/monthly and ad-hoc reports and distribute to management.
• Develops strong working relationships within the organization to ensure efficient and effective problem-solving and issue resolution.

Qualifications & Skills:

• Must have at least one (1) year experience in similar role in the contact center environment
• Ability to make sound decisions quickly in a fast-paced work environment.
• Microsoft Office knowledge and proficiency.
• Strong interpersonal skills and the ability to communicate with various levels of employees.
• Excellent verbal and written communication skills with the ability to foster open two-way communication.
• Excellent basic arithmetic skills (addition, subtraction, division) and high level accuracy of work.
• A problem solver and highly organized individual.
• Ability to work independently as well as with a team.
• Experience with Workforce Management systems a plus (Verint Impact 360, InContact, NG or similar).
• Demonstrated advanced knowledge of Microsoft Excel (formulas, filters, pivot tables, imports/exports data from multiple sources).
• Knowledge of contact center metrics, key performance indicators, agent behavioral trends (shrinkage), and other factors that affect queue and adherence reporting.
• Flexible to work weekends and public holidays.