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There is no more exciting place in financial services than prepaid cards, and prepaid is what FSV is all about. With a decade of experience, FSV is a leader in delivery of prepaid program management and processing services. We process hundreds of programs and millions of cards each year so, while many companies are downsizing, we are growing and looking for talented professionals to join our team.
Contact Center Workforce Job Description
Perform duties required to support daily operations of the call center. Serve as the Workforce Management Administrator to include scheduling and forecasting, creating staffing scenarios, reporting, monitoring adherence of online CSR's, and assisting management as needed.
Responsibilities
- Maintain and monitor Workforce Management system (scheduling and forecasting)
- Analyze schedules based on forecasts and provide staffing requirements to management
- Create scenarios to maximize productivity and call center staffing
- Project volume and staffing requirements to include normal and seasonal factors
- Enter agent exceptions, produce management reports, identify and monitor shrinkage percentages
- Cross train and provide support of Contact Management Center functions
- Approve agent vacation requests based upon volume forecasts
- Work closely with leadership team to identify opportunities related to scheduling, forecasting, productivity and phone coverage
- Maintain and administer training on the systems
- Interact and communicate with other departments in the company
Required Experience
- College degree in Business Administration, mathematics or equivalent experience
- 1-2 years call center experience with Workforce Management software
- In depth knowledge of call center staffing, forecasting and overall operations
- Computer and software skills, particularly with Excel
- Ability to manage multiple tasks and apply attention to detail
- Ability to think and act strategically
CONTACT
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