Full employer posting
We have an exciting opportunity to join our team as a WFM Real Time Associate. The Workforce Management Real-Time Associate will be responsible for assisting the Real-Time and Workforce Analysts with real-time and/or intraday management of resources to ensure the correct number of agents at the right times are in their seats to answer an accurately forecasted volume of incoming calls at the desired service level.
Produces same day resourcing plans and takes proactive improvement steps to ensure efficient service delivery. Monitors all queues in real-time identifying gaps in staffing and taking remedial action where appropriate. Assess schedules for areas of opportunity and work with Workforce Analysts to realize these opportunities.
Keys daily exceptions requests, updates schedules and responds to escalated issues and ad-hoc requests Assist Real-Time and Workforce Analysts with scheduling of offline activities as needed Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals. Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position.
High school diploma Minimum of 2-3 years of experience in a customer service role, preferably 1 year in a contact center environment. Basic knowledge of Microsoft Excel, Microsoft Word, Microsoft PowerPoint and Microsoft Outlook. Strong organizational and planning skills with a focus on attention to detail.
Effective communication both verbally and written for optimal interaction with staff members across all levels of the business.
WFM experience in a multi-channel call center environment Knowledge in Automatic Call Distribution (ACD) technology Experience in trend analysis Qualified candidates must be able to effectively communicate with all levels of the organization. NYU Langone Florida provides its staff with far more than just a place to work. Rather, we are an institution you can be proud of, an institution where you'll feel good about devoting your time and your talents.
At NYU Langone Health, we are committed to supporting our workforce and their loved ones with a comprehensive benefits and wellness package. Our offerings provide a robust support system for any stage of life, whether it's developing your career, starting a family, or saving for retirement. The support employees receive goes beyond a standard benefit offering, where employees have access to financial security benefits, a generous time-off program and employee resources groups for peer support.
Additionally, all employees have access to our holistic employee wellness program, which focuses on seven key areas of well-being: physical, mental, nutritional, sleep, social, financial, and preventive care. The benefits and wellness package is designed to allow you to focus on what truly matters. Join us and experience the extensive resources and services designed to enhance your overall quality of life for you and your family.
NYU Langone Florida is an equal opportunity employer and committed to inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration. We require applications to be completed online.
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About the role
The Workforce Management Real-Time Associate will be responsible for assisting the Real-Time and Workforce Analysts with real-time and/or intraday management of resources to ensure the correct number of agents at the right times are in their seats to answer an accurately forecasted volume of incoming calls at the desired service level.