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Workforce Associate
Ref No.: 18-00065
Location: Rocklin, California
Start Date: 01/10/2018
Associate, CC Workforce (Assoc, CC Workforce)

What does the Associate, CC Workforce do?
  • Capacity planning and monitoring contact center queues to ensure service level objectives are met
  • Support the short-term planning by maintaining the WFM system based on the forecast volume trends
  • Responsible for updating schedules, assigning breaks, lunches and managing time off to maximize efficiency within the contact center
  • Responsible for contact center report generation regarding production
  • Maintain and update data using workforce manager software and multiple databases

What are the skills, knowledge and abilities required?
  • Call center experience in an operational capacity required
  • Expert knowledge of call center metrics and measurements
  • Proficiency with Excel including use of pivot tables and macros
  • Demonstrated experience with WFM software and contact center staffing
  • Familiarity with data collection methodologies
  • Ability to maintain agent and phone data in multiple databases
  • Experience in tracking KPI's, i.e., abandonment rate, AHT, and SLA
  • Experience in capacity planning and forecasting to meet business needs
  • Ability to create and generate contact center daily, weekly, and monthly reports
  • Education: Bachelor's or Associate's degree preferred or equivalent experience
  • Certification/License: N/A
What do all Associates do?
  • Respond to department specific questions in a timely and accurate manner
  • Perform file and/or transaction maintenance, including tracking and updating information
  • Research and resolve member, vendor and internal issues by adjusting processes as appropriate

What are the skills, knowledge and abilities required?
  • Customer service or administrative experience
  • Experience handling sensitive documents in a timely and accurate manner
  • Financial industry experience preferred

As an employee, we expect you to...
  • Help our members reach their dreams