Workforce Management Specialist Workforce Management Specialist …

TIAA
in Bartonville, TX, United States
Permanent, Full time
Last application, 22 Nov 20
Competitive
TIAA
in Bartonville, TX, United States
Permanent, Full time
Last application, 22 Nov 20
Competitive
Workforce Management Specialist
All companies + Hiring difference makers. ☰ Workforce Management Spec New TIAA Bank 2 hours ago Post Date Apply for Job Share this Job

JOB SUMMARY

Workforce Management Specialist support bank contact center associates located in Lewisville, TX and Jacksonville, FL managing daily service level targets in a multi-skill environment. Manages real-time exceptions and assists with attendance line, initial incident management, enters exceptions and notifies of real time deviations.

ESSENTIAL FUNCTIONS

  • Develops efficient staff schedules that achieve business goals such as ASA, Service Level, and/or abandoned rates
  • Determine agent schedules to meet call center objectives
  • Schedule events based on business needs and requirements
  • Monitor CMS for multiple skills and adjust staffing needs as required to meet business goals
  • Serve as initial contact point for all issues regarding schedules
  • Process time off requests and update systems
  • Act as tier 1 triage for most call center related technologies
  • Approve and implement overtime and volunteer time off
  • Develops efficient staff schedules that achieve business goals such as ASA, Service Level, and/or abandoned rates

KNOWLEDGE, SKILLS, AND ABILITIES

 
  • Possess the professional experience and aptitude to address escalated issues with a positive outcome
  • Must have excellent interpersonal skills, specifically the ability to interact effectively with a variety of job levels.
  • Must have the ability to work accurately and efficiently under time pressure
  • Must have the ability to learn quickly and comprehend technical and business concepts
  • Ability to work independently
  • Strong analytical skills
  • Ability to multi-task while working in an environment with constant interruptions

REQUIRED MINIMUM QUALIFICATIONS

  • Completion of a high school diploma
  • 3 years call center experience required

PREFERRED QUALIFICATIONS

  • Proficient in Microsoft Office, Excel, Word, PowerPoint and Access
  • Workforce management preferred
  • Knowledge of Avaya CMS a plus

PHYSICAL REQUIRMENTS

Sedentary Work

Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.

Equal Employment Opportunity is not just the law, its our commitment. Read more about the . If you need assistance applying due to being visually or hearing impaired, please email , or call  We are an Equal Opportunity/Affirmative Action Employer. We will consider all qualified applicants for employment regardless of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other legally protected status Additional Information
  • Requisition ID: 1725866
Previous Job Searches

All locations

My Profile

Create and manage profiles for future opportunities.

My Submissions

Track your opportunities.

© TIAA Careers. All rights reserved. Explore all the opportunities we have to offer

EARLY TALENT

Start your career with us

Help us deliver on our unique mission to serve those who serve others. We'll put your talents and skills to work immediately - no waiting.

WHY TIAA

We are TIAA. Created to serve. Built to perform. DIVERSITY

We're proud of our diverse backgrounds and perspectives.

CAREER AREAS

Explore our career areas to see where you might fit best.

LOCATIONS

We have opportunities available across the United States and in India.

OUR BENEFITS

The overall health of our employees is important to us.

MAKE A DIFFERENCE

Meet some incredible people making a difference

To mark our 100th year, we're honoring Difference Makers by donating $1 million to the organizations they support. Thousands were nominated, and we want to share their inspiring stories with you.

2019 and prior years, Teachers Insurance and Annuity Association of America - College Retirement Equities Fund, New York, NY 10017

TIAA is an Equal Employment Opportunity/Affirmative Action employer committed to fostering workforce diversity and inclusion.

Advisory services provided by Advise & Planning Services, a division of TIAA-CREF Individual & Institutional Services, LLC, a registered investment adviser.

1 0
TIAA logo
More Jobs Like This
See more jobs
Close
Loading...
Loading...