Workforce Management Specialist

Company: Blue Ridge CommunicationsWFH Shift: Monday-Friday, 8AM-5PMOur passion at Blue Ridge is to keep our community connected through reliable High-Speed Internet (with HomeFi), Phone, and Video (HD & TiVo) Technology. Servicing Northeastern Pennsylvania, we work hard every day to connect our customers to the people, places, and things that matter the most in their lives.We are currently seeking a Workforce Management Specialist to assist us in forecasting in-bound volume for multiple channels, team scheduling and real time management for our Customer Care team. In this role, it is essential to manage schedules and service level while working to improve efficiency. We are looking for our candidate to have a collaborative mindset and integration approach. Quick learning and strong work ethic will be required.Our ideal candidate must maintain a positive demeanor and know how to tactfully respond to situations. The position requires the skill and personality to respectfully care for our valued teams, while keeping our company’s policies and guidelines in perspective. It is essential to have good listening and communication skills while staying approachable to ensure a comfortable experience for our teams. Writing style will need to adhere to our company tone and brand standards. The right candidate will have a humble yet goal-oriented nature ready to learn a variety of skills, platforms, to be successful in a busy contact center environment. Strong people skills are necessary, as well as a strong desire to improve and create new solutions. We are looking for this candidate to have a passion for customer service and working for Blue Ridge.Our Contact Center Teams are diverse and uphold a personality of fun, caring, approachable, yet practical to deliver results. Our brand promise is, “To Deliver a Trusted and Valued Connection – Always!” Our culture is rich with learning and growth opportunities. We provide weekly coaching with your dedicated leader and continuous training opportunities to ensure you feel supported in reaching your career goals. We are seeking dependability from our team members, with the ability to work overtime if needed.ResponsibilitiesImplementing best practices across all channels for scheduling and real time managementForecasting and publishing schedulingMonitoring adherence to ensure performance is within parameters in real timeEnsuring service levels consistently meet forecasted targetsCompiling and summarizing requested analysis such as volume, efficiency and low service level reportsCollaborating with leadership and other department’s to meet evolving needs of our businessMaintaining accuracy for all tasks that include all WFM practicesProcessing time off request, call outs and overtime requestProcessing onboarding requests, including new shifts and internal shift bidsCreating and maintaining updated documentationProcessing and maintaining holiday and vacation calendarsProactively triggering Emergency Alerts during high volumeProviding updates showcasing our team’s productivity and efficiencyWorking and calibrating within team to improve productivityMaintaining schedules for multi-channel teams and departmentsAssisting with coordinating off-the-phone activities such as huddles, coaching’s and trainingsOptimizing existing software tools to find efficiencyOther duties, projects, reports and tasks as assigned by manager for business needsQualificationsHigh School Diploma or G.E.DEstablished residency in PennsylvaniaZendesk experience is desiredWorking knowledge of Five9 or similar workforce management platformsProject Management Skills and/or Knowledge of Basecamp or similar PM platforms a plusExcellent Communications Skills – Oral and WrittenStrong Computer Skills to include Microsoft Office Programs, and OutlookAnalytical Thinking Skills to best support business needsStrong Time Management and Organizational SkillsAbility to multitask in a fast-paced environment while adapting changesAbility to perform duties while adhering to company policies and proceduresAbility to create solutions and implement changes which displaying innovationAbility to work overtime when necessaryWillingness to work as part of a teamINDLP