Ensures all contact center activity meets assigned schedule adherence. Keys daily exceptions requests, updates contact platform schedules and responds to escalated issues and ad-hoc requests. Helps with the integration and implementation of new contact center technologies.Įnsures agents are assigned in the correct daily skill designation.Ĭontinuously analyzes handle times, call volume and other factors, adjusting workflow to achieve business objectives.
Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.Ĭreates, interprets and distributes reports to leadership for the purpose of obtaining company objectives. Responsible for making data driven decisions to optimize production and achieve division and enterprise goals. Maintains good attendance and punctuality per the absence policy.Īnalyze and interpret data to coordinate appropriate staffing allocation and availability of contact center staff in order to achieve service level objectives.Įxecutes and monitors multiple campaigns in real time in accordance of the omnichannel marketing strategy. Brings compliance issues to the attention of management.Īssures quality customer service to all customers. Performs all assigned duties in compliance with internal SOPs and external regulations. Analyze and interpret data to drive daily inbound and outbound call & support strategies. Work with various database tools to prepare, analyze and interpret various reports in support of operational efficiency. Responsible for real-time and/or intraday management of resources to ensure staffing levels meet business needs based on contact volume. Under minimal supervision, this position is responsible for executing the daily/weekly inbound & outbound omnichannel strategy for allocated donor file counts at the most productive times. Individuals applying for this position should be prepared to comply with the COVID-19 vaccination mandates of Vitalant and accordingly, will need to be vaccinated as of first date of employment unless approved exemption exists prior to start.
With this in mind, Vitalant requires employees to be fully vaccinated as a condition of employment. Work-From-Home Workforce Management SpecialistĪs an essential operation to the nation's healthcare infrastructure and a science-based organization, Vitalant believes that being vaccinated helps provide protection and care for our employees, our donors, their families, and the broader community. $5000 Sign-on Bonus!! Paid after 30 days, 90 days, and 12 months.
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