This job is responsible for….
Creating and maintaining agent records within various Workforce Management tools and reporting for each client and/or client groups using forecast staffing requirements and sourcing plans.
- Track all customer care new hire employee information records through multiple channels including Workday reports, SharePoint site, Excel files and email communications.
- Create and maintain Global Housing Customer Care Agent’s Employee record in eWFM Group Assignments for FTE tracking and reporting.
- Create and maintain Global Housing Customer Care Agent’s eWFM -WFO User Account and assign Security Profile and Employee Filter.
- Assign and maintain eGain’s Agent Teams, Group Teams, and Parameter Sets.
- Update eWFM Trial Schedule Manager to track assigned and unassigned Schedules according to staffing plan.
- Process Agent Status Forms to update eWFM, eGain and other employee records to support schedule and/or employee status updates.
- Maintain eWFM Trial and Official Schedules for various Staff Groups.
- Identify and maintain compliance with any regulations, rules or agreements that affect scheduling.
- Compile agent schedule data to provide Schedule Compliance Reporting to Operations and Leaders.
- Identify needed schedules for projected hiring to assist Staffing Analysis process.
- Develop analyses that identify opportunities for changes that will improve operational efficiency, consistency of results, and/or employee satisfaction.
- Complete various reporting requests.
- Maintains confidentiality.
- Support the Staffing Analysis process.