Position Description :
1)Recommending and/or analyzing staffing requirements, call trends, volume of calls, etc. to provide exemplary customer care 2)Developing a database for tracking metrics related to CPS Energy's Customer Outreach Programs 3) Creating, updating, analyzing, adjusting and distributing schedules to Customer Contact personnel as directed by Customer Contact Management 4) Updating, generating, releasing and adjusting short/long-term forecasts 5) Providing reports to supervision and management 6) Creating Special Days/Distributions 7) Adjusting future requirements as needed and run simulator to update skill usage estimates 8) Gathering employee updates from supervisors 9) Updating, analyzing and defining employee data groups, profiles, preferences, current exceptions and future exceptions (vacation, sick leave, shift exchanges, meetings, etc) 10) Tracking of time sheets, develop monthly attendance reports, track all attendance, and distribute as directed by Customer Contact Management 11) Administering/maintaining IEX Workforce Management System and/or non-scheduling system databases 12) Assisting the Customer Contact Center Manager in special projects and/or studies for management 13) Conducting analysis for various projects as needed 14) Create adherence reports and other time management-related reports 15) Call Duty Notification 16) Pager and Headset coordinator 17) Liaison between IT and Customer Contact
Position Requirements:
1) 1 – 3 years of work experience in Call Center workforce management and call management software and tools 2) Proficient in the use of Microsoft Office Software (Word, Excel, PowerPoint, Access, etc.) 3) Effective time management skills 4) Excellent math skills, and have logical/reasoning skills, including the ability to analyze data 5) Excellent oral, written and interpersonal communication skills (fosters open, two-way information exchange, and effective in one-on-one and/or group communications) 6) Ability to work as part of a team under pressure and the ability to work independently with minimal supervision 7) Strong organizational skills with the ability to effectively plan, prioritize, and manage multiple assignments 8) Ability to make sound decisions 9) Ability to keep certain data/information confidential, while adhering to established department/section guidelines 10) Ability to comprehend information shared by others and present information in an organized, accurate, and clear manner 11) Ability to express complex or technical information so that others understand. The following qualifications are preferred for the position: 1) Experience with IEX Workforce Management and AVAYA Call Management software 2) 1 – 3 years experience in a fast-paced call center environment 3) 1 – 3 years customer service experience 4) Experience in the utility industry 5) Experience in business analysis, strategic planning, and forecasting.