Job Posting Call Center Workforce Management Specialist

Careers

Call Center Workforce Management Specialist

Location: Fully Remote 


Job Functons:

  • Call Center; Donor Support;

Reports to:

  • Director of Call Center Operations or Call Center Supervisor

Status:

  • Regular, Full-time, Non-exempt

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The ideal candidate for the Call Center WFM Specialist (WorkForce Management) position will be someone who:

  • Truly understands the value of gratitude and relationship building
  • Has excellent listening skills
  • Has a passion for helping others
  • Is willing to be a team player
  • Will bring positive energy to work daily
  • Can demonstrate excellent customer service skills
  • Is eager to learn and takes pride in their work.
  • Exemplifies the CARS culture of gratitude and respect.

Primary Responsibilities:

  • Use workforce management software and call volume history to help manage daily staffing levels and to determine the most effective methods for staffing adjustments
  • Utilize call center tools to observe agents' actual state compared to a scheduled state
  • Develop work schedules based on business need
  • Manage attendance and PTO requests
  • Manage real-time inbound call traffic and agent adherence to help ensure that service levels are met
  • Gain an understanding of the technical and business solutions: optimized schedules, forecasts, and other tools and present them to management
  • Collaborate with management to identify issues that impact staffing levels
  • Prepare and maintain reports, dashboards, and monthly packages
  • Responsible for facilitating meetings with managementv
  • Serve as the subject matter expert on workforce management software
  • Monitor and evaluate agents through careful and regular assessment to improve performance and achieve expected volume
  • Serves as a resource for others
  • May coordinate others' activities
  • Work on special projects as needed
  • Work with Call Center Manager to identify day-to-day call center needs and help establish priorities to meet organizational goals

Preferred Qualifications:

  • High School Diploma / GED (or higher) OR equivalent work experience
  • 2+ years’ experience working with workforce systems such as Avaya, MONET, CMS, IEX, eWFM, Genesis, and/or Blue Pumpkin in a workforce management capacity to help manage daily staffing levels
  • Ability to work in between the hours of 6 am - 8 pm (PST with some flexibility) Monday through Friday with the ability to work extended hours.
  • Proficiency in Word, Excel (i.e. creating spreadsheets, v - lookups, pivot tables, etc.), Microsoft Teams, Zoom, and Outlook
  • Work independently
  • Extensive work experience within own function

Work Schedule:

  • Hours of operation: 6:00 am – 8:00 pm PST - Monday to Sunday
  • May be required to work scheduled holidays
  • Overtime may be required.

Benefits:

Benefits for this position include, but not limited to, a 401(k) plan, medical, dental and vision coverage, flexible spending accounts, life insurance and holiday benefits.

Ready to Move Forward:

To apply, please submit your cover letter and resume to the following email address; marketingsupport@careasy.org .

Incomplete submissions will not be considered. Please, no phone calls. Please, principals only. Please, local candidates only (relocation is not provided).


ABOUT CARS (CHARITABLE ADULT RIDES & SERVICES)

CARS (Charitable Adult Rides & Services) is a nationally recognized social enterprise nonprofit that helps thousands of nonprofits and public media stations in the U.S. and Canada increase their fundraising through turn-key vehicle donation programs. CARS has returned more than $300 million to our nonprofit partners. CARS also reinvests in our community by providing meals and transportation solutions to seniors each year through a program called On the Go.