Company Details

Customer Service

Job ID

: 21465


: Sharonville, OH, USA


: Not Specified

Job Views

: 125


: 01-29-2019

Job Description



Hi ,

I'm Srikanth  Karyon Global Corporation I have an FULL TIME JOB  opportunity with me you might be interested, please review the Job specifications below and let me know if you may be interested in this opening or may refer someone to me for this.




JOB TITLE : Customer Service with Workforce Management

Location : Sharonville , OH


A critical function within the contact center responsible for the successful scheduling and intra-day management, which includes the effective management of the contact center schedules, queues, systems and offline operations support, with a focus on maintaining service levels across operations. This position is responsible for determining appropriate staffing levels and communicating work schedules and resources within the various call center queues. They will work with the Operations Leadership Teams to ensure adequate staffing, workflow monitoring, and contingency plans take place throughout the day.

Essential Functions

  • Manage intra-day staffing levels and determine most effective levels for staffing adjustments
  • Utilize workforce management systems to observe agents’ actual state compared to agents’ scheduled state and partner with team leaders to take action based on these observations
  • Monitor and manage stats real-time and make adjustments to queues as needed to ensure that service levels are met
  • Manage attrition reports
  • Maintain Team Master Schedule and Team Assignments
  • Manage scheduled trainings, meetings and other off-phone events
  • Proactively recommend overtime, voluntary time off, training times, etc. based on trending patterns and volumes
  • Manage employee time off request process
  • Manage Employee Hotline/Email. Communicate call-outs and late arrivals.
  • Review current processes for scheduling and staffing and uncover potential opportunities for improved efficiencies
  • Create, maintain and publish all Guest Services schedules in conjunction with forecasts
  • Other projects/tasks as assigned


  • Analytical Thinking.
  • Team Work
  • Coaching
  • Problem Solving
  • Communication
  • Leadership
  • Customer Service
  • Diversity and Ethics
  • Dependability
  • Initiative and Professionalism
  • Managing People  and attendance/punctuality through Team QUALIFICATIONS
  • 2 to 5 years experiences working as a WFM/Intraday analyst
  • Strong understanding of contact center and customer service metrics
  • Experience with state of the art contact center systems/technologies; as well as knowing how to work off of excel spreadsheets
  • Workforce optimization and skill based routing experience
  • Excellent oral and written communication skills, including the ability to present to senior Leadership
  • Experience with all applicable computer software, i.e., Word, Excel, PowerPoint, Outlook, WFM software, ACD/Contact Center reporting


Thanks & Regards,

Srikanth - Senior Recruiter

Email id : Srikanth@karyonglobal.com

Gtalk Hangout id : Rondisrikanth@gmail.com

Skype id : sriwinwire

Office  : 1 8325202713  

Karyon Global Corporation


Address-Three Sugar Creek Center, Sugar Land Tx 77478


Employment Types
Full time
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