Workforce Management Spec - Remote at Vitalant in Denver, Colorado

Job Description:

One Mission, One Purpose, Saving Lives

PRIMARY PURPOSE: 

Under minimal supervision, this position is responsible for executing the daily/weekly inbound & outbound omnichannel strategy for allocated donor file counts at the most productive times. Responsible for real-time and/or intraday management of resources to ensure staffing levels meet business needs based on contact volume. Work with various database tools to prepare, analyze and interpret various reports in support of operational efficiency. Analyze and interpret data to drive daily inbound and outbound call & support strategies.

DUTIES AND RESPONSIBILITIES:

Performs all assigned duties in compliance with internal SOPs and external regulations.  Brings compliance issues to the attention of management.

Assures quality customer service to all customers.

Maintains good attendance and punctuality per the absence policy.

Analyze and interpret data to coordinate appropriate staffing allocation and availability of contact center staff in order to achieve service level objectives.

Executes and monitors multiple campaigns in real time in accordance of the omnichannel marketing strategy.

Responsible for making data driven decisions to optimize production and achieve division and enterprise goals. Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.

Creates, interprets and distributes reports to leadership for the purpose of obtaining company objectives.

Helps with the integration and implementation of new contact center technologies.

Ensures agents are assigned in the correct daily skill designation.

Continuously analyzes handle times, call volume and other factors, adjusting workflow to achieve business objectives.  

Keys daily exceptions requests, updates contact platform schedules and responds to escalated issues and ad-hoc requests. Ensures all contact center activity meets assigned schedule adherence.

Works in coordination with leadership and the Quality & Training manager to build out daily contact center staff activities.

Performs all other duties, at the discretion of management, as assigned.

REQUIREMENTS:

Knowledge/Education

High school graduate or GED required.  

Some college with mathematical or statistical course work preferred.

Licenses/Certifications

None

Experience

Two years of call center experience required. 

Spreadsheets with intermediate formula application and database software (e.g. Excel) experience required. 

One year of Dialer experience preferred. 

Six months Donor Outreach Coordinator experience preferred. 

Eligibility training preferred. 

Knowledge in Automatic Call Distribution (ACD) technology and experience with forecasting/scheduling software preferred. 

One year of Workforce Management (WFM) experience in a multi-channel call center environment preferred.

Skills/Abilities

Must possess the skills and abilities to successfully perform all assigned duties and tasks.  

Must be able to maintain confidentiality.  

Must have effective oral and written communication skills. 

Must be able to work flexible hours including evenings and weekends. 

Must have good customer service and interpersonal skills. 

Must be able to read and comprehend written procedures and instructions. 

Ability to think and work independently.

Ability to multi-task in a fast-paced environment.

Must be proficient with Microsoft Outlook, Excel, Word. Cloud based dialer system.

Vitalant offers the following benefits

Health insurance                                                            Accident insurance

Health savings account                                                 Critical illness insurance

Dental insurance                                                            Hospital indemnity insurance

Vision insurance                                                             Business travel accident insurance

Flexible spending accounts                                          Paid time off

Basic life and AD&D insurance                                    Commuter benefits

Supplemental life and AD&D insurance                    401(k) retirement savings plan

Short-term disability insurance                                   Employee assistance program

Long-term disability insurance                                    Education Assistance

Care @ Work Family Care Benefits                             Door Dash Pass

EEO including disability and veterans.