Contact Center Workforce Management Specialist

Founded in 1999, FSV Payment Systems is a leading provider of host-based stored value and prepaid card solutions. The company offers host-based prepaid cards and automated ePayment solutions, including applications for payroll, employee benefits, government benefits, gift cards, travel and promotions, loyalty, and incentives.

 

Workforce Management Specialist

Perform duties required to support daily operations of the call center. Serve as the Workforce Management Administrator to include scheduling and forecasting, creating staffing scenarios, reporting, monitoring adherence of online CSR's, and assisting management as needed.

RESPONSIBILITIES:
- Maintain and monitor Workforce Management system (scheduling and forecasting)
- Analyze schedules based on forecasts and provide staffing requirements to management
- Create scenarios to maximize productivity and call center staffing
- Project volume and staffing requirements to include normal and seasonal factors
- Enter agent exceptions, produce management reports, identify and monitor shrinkage percentages
- Cross train and provide support of Contact Management Center functions
- Approve agent vacation requests based upon volume forecasts
- Work closely with leadership team to identify opportunities related to scheduling, forecasting, productivity and phone coverage
- Maintain and administer training on the systems
- Interact and communicate with other departments in the company

MINIMUM QUALIFICATION REQUIREMENTS:
- College degree in Business Administration, mathematics or equivalent experience.
- 1-2 years call center experience with Workforce Management software
- In depth knowledge of call center staffing, forecasting and overall operations
- Computer and software skills, particularly with Excel
- Ability to manage multiple tasks and apply attention to detail
- Ability to think and act strategically