Workforce Management Specialist

Company: Blue Ridge Communications

WFH Shift: Monday-Friday, 8AM-5PM

Our passion at Blue Ridge is to keep our community connected through reliable High-Speed Internet (with HomeFi), Phone, and Video (HD & TiVo) Technology.  Servicing Northeastern Pennsylvania, we work hard every day to connect our customers to the people, places, and things that matter the most in their lives.

We are currently seeking a Workforce Management Specialist to assist us in forecasting in-bound volume for multiple channels, team scheduling and real time management for our Customer Care team. In this role, it is essential to manage schedules and service level while working to improve efficiency. We are looking for our candidate to have a collaborative mindset and integration approach. Quick learning and strong work ethic will be required. 

Our ideal candidate must maintain a positive demeanor and know how to tactfully respond to situations.  The position requires the skill and personality to respectfully care for our valued teams, while keeping our company’s policies and guidelines in perspective.  It is essential to have good listening and communication skills while staying approachable to ensure a comfortable experience for our teams. Writing style will need to adhere to our company tone and brand standards. The right candidate will have a humble yet goal-oriented nature ready to learn a variety of skills, platforms, to be successful in a busy contact center environment. Strong people skills are necessary, as well as a strong desire to improve and create new solutions.  We are looking for this candidate to have a passion for customer service and working for Blue Ridge. 

Our Contact Center Teams are diverse and uphold a personality of fun, caring, approachable, yet practical to deliver results.  Our brand promise is, “To Deliver a Trusted and Valued Connection – Always!”   Our culture is rich with learning and growth opportunities. We provide weekly coaching with your dedicated leader and continuous training opportunities to ensure you feel supported in reaching your career goals.  We are seeking dependability from our team members, with the ability to work overtime if needed.  

Responsibilities:

• Implementing best practices across all channels for scheduling and real time management
• Forecasting and publishing scheduling
• Monitoring adherence to ensure performance is within parameters in real time
• Ensuring service levels consistently meet forecasted targets
• Compiling and summarizing requested analysis such as volume, efficiency and low service level reports
• Collaborating with leadership and other department’s to meet evolving needs of our business
• Maintaining accuracy for all tasks that include all WFM practices
• Processing time off request, call outs and overtime request
• Processing onboarding requests, including new shifts and internal shift bids
• Creating and maintaining updated documentation
• Processing and maintaining holiday and vacation calendars
• Proactively triggering Emergency Alerts during high volume
• Providing updates showcasing our team’s productivity and efficiency
• Working and calibrating within team to improve productivity
• Maintaining schedules for multi-channel teams and departments
• Assisting with coordinating off-the-phone activities such as huddles, coaching’s and trainings
• Optimizing existing software tools to find efficiency
• Other duties, projects, reports and tasks as assigned by manager for business needs

Qualifications:

• High School Diploma or G.E.D
• Established residency in Pennsylvania
• Zendesk experience is desired
• Working knowledge  of Five9 or similar workforce management platforms
• Project Management Skills and/or Knowledge of Basecamp or similar PM platforms a plus
• Excellent Communications Skills – Oral and Written
• Strong Computer Skills to include Microsoft Office Programs, and Outlook
• Analytical Thinking Skills to best support business needs
• Strong Time Management and Organizational Skills
• Ability to multitask in a fast-paced environment while adapting changes
• Ability to perform duties while adhering to company policies and procedures
• Ability to create solutions and implement changes which displaying innovation
• Ability to work overtime when necessary
• Willingness to work as part of a team