About the position The Workforce Administrator is responsible for helping manage the day-to-day operation of the NSC by maximizing resources to ensure the right number of agents are in the right place at the right time. This position requires the ability to demonstrate excellent communication skills with all levels of the organization.

Responsibilities

• Ensuring Service Level Agreement goals are being achieved daily
• Ensuring all agents are following scheduled activities
• Monitoring call volume throughout the day and making changes to scheduled activities as needed
• Updating agent schedules in real time to account for ad hoc needs or absenteeism
• Understand staffing coverage and offer Extra Time or Unpaid Time Off as needed
• Assists in onboarding new hires
• Assist with remote employee processes (sending policies, return labels, tracking of equipment)
• Work with center leaders to determine trends in agent behaviors/call volume and help determine appropriate action plans.
• Communicate with agents, supervisors, center leaders through multiple platforms
• Manage multiple Teams channels
• Assist in answering agent questions, from technical issues to policy and procedure topics
• Assist in management of facilities
• Other duties as assigned

Requirements

• Ability to work nights and weekends as needed
• Demonstrated analytical and communication skills
• Ability to independently prioritize tasks and job duties as needed
• Strong understanding of NSC operating standards and procedures required
• Advanced knowledge of Microsoft Office applications with emphasis on Excel

Nice-to-haves

• 2+ year’s experience in a multi-channel contact center preferred
• Previous Workforce Management experience preferred but not required