Newegg Inc.

Assistant, Workforce Management

Job Location US-CA-Whittier
Posted Date 3 weeks ago(1/31/2018 12:36 PM)
ID
2018-4265
Category
Customer Service/Support

Purpose Of The Job

To assist the Workforce Manager with historical reporting, real-time call center management.

Responsibilities/Duties

  • Manage real-time scheduling follow-up work for Contact Division agents.
  • Complete daily adherence reports and modify schedule records accordingly.
  • Complete on-demand reports as requested by the Workforce Manager.
  • Compile daily attendance reports and modify schedules accordingly.
  • Review and approve absence requests for customer service hourly employees.
  • Review and approve shift trade requests.
  • Other duties as assigned.

Minimum Requirements & Special Attributes

  • High school or GED required.
  • 1 year of Call Center experience
  • 1 year experience with Avaya & CMS systems or equivalent (ie. Cisco).
  • Understanding of basic Call Center operations to include but not limited to how calls are routed and experience with scheduling and staffing .
  • Basic understand of call center metrics and terminology. WFM software experience a plus.
  • Moderate Excel knowledge/experience.
  • Excellent verbal/written communication skills.
  • Attention to details.
  • Must enjoy working with numbers.
  • Excellent and creative problem solving skills to resolve issues.

Essential Mental and Physical Functions

Mental Functions:

Decisions may affect a work unit or area within a department. May contribute to business and operational decisions that affect the department. This position performs a variety of routine duties within established policies and procedures or by referral to supervisor's guidelines.

Physical Functions:
Sitting required 90% of the time. Walking and standing required 5% of the time respectively. No
heavy lifting required. Constant working on a computer.

Equipment Used

Standard office and computer equipment including MS Office software.

Work Environment

Office cubicle environment with minimal exposure to the environment or health hazards.

Supervisory Responsibilities

None

Language Skills

Must be able to speak, read, write and comprehend English.

Travel Requirements

Travel is not required.

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