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Posted: Tuesday, February 6, 2018 4:00 PM

Job Description
Do you have contact center scheduling and planning experience? How about a keen eye for data entry and reporting? If so, then we might have a job for you
General Dynamics Information Technology is currently looking for a Workforce Management (WFM) Specialist to join our team in Sandy, UT. The WFM Specialist will be a member of a Census Workforce Operations (WFO) team reporting to the site WFO Supervisor and will primarily be responsible for watching real time ACD and staffing information as well as entering exceptions and time off requests of contact center staff at a United States Census Bureau (USCB) Census Questionnaire Assistance (CQA) contact center. The WFM Specialist will also be expected to support ad:hoc projects as required.
Responsibilities:
:Planning of: and scheduling: CSR off:phone events at the site level
:Tracking CSR schedule adherence in real time
:Updating schedules with up:to:date information
:Assisting in the coordinating and appropriate allocation and availability of call center staff in order to achieve project goals
:Creating and maintaining reports from scheduling software and other sources
:Recommending procedural: and operational: guideline changes to improve communications and operational efficiency
:Providing administrative support to the Contact Center and Contact Center Management Staff
:Making necessary adjustments to workforce management software to appropriately track the productivity of Contact Center Agents
:Able to work within a team and with internal and external clients to gather and understand requirements
:Performing other duties as assigned by management
:Regular and predictable attendance is required
Education:
:Requires a High School Diploma or GED
Qualifications:
:0:2 years of related experience in call center workforce management and/or customer service
:Knowledge of Genesys, Aspect E:WFM, or IEX a plus
:Intermediate Excel skills
:Must be willing to work various schedules including weekends
:High level of commitment, initiative, vision and enthusiasm
Working Conditions:
The work is typically performed in an office environment; which requires proper safety and security precautions. To ensure our contact center production area is at minimal risk for unauthorized disclosure (that is, the release or divulgence of information by an entity to persons or organizations outside of that entity) of Personally Identifiable Information (PII) or Title 13 data; the work environment operates under a Secure Floor Policy. The Secure Floor Policy limits or restricts personal belongings, electronic devices, or paper that can be brought into production areas.
The above job description is not intended to be, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job. Requests for reasonable accommodations will be considered to enable individuals with disabilities to perform the principal (essential) functions of this job.

Company Description
General Dynamics is a global aerospace and defense company. From Gulfstream business jets to submarines to wheeled combat vehicles to communications systems, people around the world depend on our products and services for their safety and security. Headquartered in Falls Church, Virginia, General Dynamics is led by Phebe Novakovic. The company employs thousands of people, with locations in 43 countries. At the heart of our company are our employees. We rely on their intimate knowledge of customer requirements and a unique blend of skill and innovation to develop and produce the best possible products and services.The driver that makes our company agile, and ensures our continued performance, is our culture of continuous improvement. This culture enforces a shared commitment to consistently look toward the future and to embrace change.

Source: https://www.tiptopjob.com/jobs/78000778_job.asp?source=backpage


• Location: Salt Lake City, sandy

• Post ID: 18526237 saltlakecity
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