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For your reference, we have included the original job posting below.
Workforce Coordinator
Job Number:
25733869
Company Name:
Time Warner Cable
Job Location:
Irving, TX US
Job Category:
Media & Communication
Workforce Coordinator
Posting Job Title Workforce Coordinator Requisition # 121201BR Location United States - Texas - Irving Area of Interest Customer Service/Member Services Position Type Full Time Posting Job Description MAIN PURPOSE OF JOB: Facilitate efforts to advance the Time Warner Cable customer experience to remain a trusted communications service provider.
The Coordinator, Workforce Operations, possesses advanced knowledge in the following key functional areas; contact center call volume; real time intra-day forecasting, contact center scheduling - work schedules and all off-phone activity scheduling, real time monitoring of multi-skill agent activity - including schedule adherence. Will possess knowledge of call center workforce management software, call center operations and call center KPIs in a multi-site environment.
The Coordinator, Workforce Operations is responsible for coordinating deployment and operational activities for contact center(s) operations including, but not limited to, creation of agent schedules, contributing to managing overtime, managing service levels, and intra-day performance-including re-forecasting. This individual will be responsible for the real-time monitoring and tracking of agent schedules and all off-phone activity for the all departments including outsourced vendor relationships. This person will assist with coordinating the scheduling of team meetings, supervisor coaching sessions, training, and other scheduled off phone activity. The successful candidate will be self-motivated, enthusiastic, creative, analytical problem solving individual contributor who is able to work with minimal supervision and possess excellent interpersonal and communication skills, as well as superior time management abilities.
Essential Job Functions: Responsible for monitoring real time activity of agents, agent occupancy, forecasting accuracy by interval, and maintaining service level in a multi-site environment and with outsource business partners. Manage the scheduling of call center activity, team projects, team training, and meetings. Work directly with the Regional Supervisor, Workforce Operations, Regional Forecast Analysts and the Regional Care Operations teams and Divisional Contact Center management teams to identify and implement a consistent level of service that positions Time Warner Cable as the customers' trusted provider.
. Communication with internal and external resources to track and monitor progress of operations. . Creates and manages records of operations, to maintain standards and provide update reporting. . Contribute to the Company vision of being the industry leader in customer service through quality, commitment, courtesy and teamwork Assist in administration of Contact Center scheduling and workforce management software (e.g. using Aspect eWorkforce Management's tracking module and Real Time Adherence Software) . Interacts with internal and external resources to act as a liaison to department/management, and to resolve problems and issues. . Monitor Real Time Adherence statistics, helping to ensure agent's are on the phones during scheduled phone hours, includes monitoring breaks/lunches Monitor sick calls/tardiness, etc., entering real-time exceptions into Aspect eWorkforce Management (Absence, Tardiness, Leave Early, Meetings, Overtime, Etc.) . Generate and communicate to appropriate members of management (local and regional) off phone activity reports, staffing issues, performance measures, and call statistics . Develops relationship with, provides support for, and gains cooperation and commitment to internal and external resources in achieving departmental and overall business objectives. . Assists in organization, coordination, and representation for events requiring the efforts and input of multiple sources. . Provides administrative support to Market and Technical Leadership in service centers as well as having a global view of the region. . Coordinates all operational needs that required departmental decisions. Plans and organizes workflow to ensure efficient department operations. . Interfaces with other departments through written and verbal communications to handle and resolve all customer situations satisfactorily. . Develops reports, maintains spreadsheets and provides administrative support in all areas as needed. . Reports and identifies trends and works with Management to correct problems. . Maintain a direct partnership with call center Managers, Supervisors, and Agents to promote an employee friendly environment. . Regular, punctual, and consistent attendance . Perform other duties as assigned
QUALIFICATIONS: . This position requires a high school diploma or GED. . Associates degree or two years experience preferred in workforce management, ideally in a multi call center environment within the cable industry. . Experience with workforce management software, preferably Aspect EWFM systems. . Strong time management skills . Experience working with multiple groups toward a common goal. . Must possess strong organizational skills, including the ability to prioritize work in an efficient manner. . Strong judgment skills. . Must possess ability to take initiative and handle various tasks simultaneously while working efficiently, effectively, and independently under minimal supervision, in a fast pace, customer focused environment. . Requires ability to exercise creative problem solving techniques. . Must possess excellent verbal and written communication skills. This includes the ability to communicate effectively, tactfully and courteously. . Must have strong knowledge of Microsoft Office products including, Word, Excel, PowerPoint, Access, and Internet Explorer. . Must have flexible work hours and be available as required by business operations. . Strong attention to detail and accuracy required. . Must reflect the goals and philosophy of the company.
Time Warner Cable offers competitive benefits to include medical, dental, vision, a matched 401(k) plan, tuition reimbursement, and free cable (in specified areas). Qualified candidates should apply on-line at .
