Workforce Coordinator
Posted on: 10 Jan 2021
Columbus, OH
Job Description
JOB SUMMARY
Responsible for the real-time and intra-day monitoring and tracking of call volume, agent schedules and all off-phone activity for Charter contact centers.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience
Assist in administration of schedule adherence, exception time management and real-time call routing through utilization of workforce management software (Aspect eWorkforce Management Software)
Coordinate real-time scheduling of team meetings, supervisor coaching sessions, training, and other scheduled off-phone activity
Monitor real-time adherence and call statistics and communicate with Supervisors to ensure on-phone and off-phone activity is managed efficiently throughout the day
Assist in monitoring of sick calls, tardiness, etc., entering real-time exceptions into Aspect eWorkforce Management (absence, tardiness, meetings, overtime, etc.)
Generate and communicate off phone activity reports, staffing issues, performance measures, and call statistics to appropriate members of management
Forecast potential over-staffing/under-staffing conditions and adjust real-time staffing based on Call Center needs
Monitor intra-day call volume to outsourcers to ensure load balancing and compliance to forecast agreements
Assist Workforce Administrator in administration of overtime and voluntary time off (VTO) programs
Perform other duties as requested by supervisor
REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
Ability to analyze and interpret data
Ability to communicate orally and in writing in a clear and straightforward manner
Ability to communicate with all levels of management and company personnel
Ability to handle multiple projects and tasks
Ability to maintain confidentiality
Ability to make decisions and solve problems while working under pressure
Ability to prioritize and organize effectively
Ability to show judgment and initiative and to accomplish job duties
Ability to use personal computer
Proficient in using Microsoft Office software applications (including MS Word, Excel, etc.)
Ability to work independently
Ability to work with others to resolve problems, handle requests or situations
Ability to use scheduling and workforce management software (e.g. Aspect eWorkforce Management's tracking module and Real Time Adherence Software)
Knowledge of cable television products and services
Flexibility with work schedule required (weekend, early morning, or night shift)
Education
High School Diploma or recognized equivalent
College-level course work in Algebra and Statistics
Related Work Experience Number Of Years
Call center (in-bound) experience 1
WORKING CONDITIONS
Office environment with 24-hour service capability
For more information on Spectrums benefits, please click here.
Spectrum
New York, New York
Time Warner Cable (TWC) was an American cable television company. Before it was purchased by Charter Communications on May 18, 2016, it was ranked the second largest cable company in the United States by revenue behind only Comcast, operating in 29 states. Its corporate headquarters were located in the Time Warner Center in Midtown Manhattan, New York City, with other corporate offices in Stamford, Connecticut; Charlotte, North Carolina; and Herndon, Virginia. From 1971 to 1981, Time Warner Cable, as Warner Cable, owned Dimension Pictures.
It was controlled by Warner Communications, then by Time Warner. That company spun off the cable operations in March 2009 as part of a larger restructuring. From 2009 to 2016, Time Warner Cable was an entirely independent company, continuing to use the Time Warner name under license from its former parent (including the "Road Runner" name for its Internet service, now Spectrum Internet).
In 2014, the company was the subject of a proposed purchase by Comcast Corporation, valued at $45.2 billion; however, following opposition to the deal by various groups, along with plans by the U.S. government to try to block the merger, Comcast called off the deal in April 2015. On May 26, 2015, Charter Communications announced that it would acquire Time Warner Cable for $78.7 billion, along with Bright House Networks in a separate $10.1 billion deal, pending regulatory approval.
The purchase was completed on May 18, 2016; Charter had continued to do business as Time Warner Cable in its former markets, but has now re-branded these operations under the Spectrum brand in most markets (even Charter launched this brand in 2014), though it will continue to use the roadrunner.com email addresses and adelphia.net email addresses to new customers.
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IndustryMedia/Entertainment
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No. of Employees94,000
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Website
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Jobs Posted3319
