Workforce SpecialistApply Now Job ID 1185096BR Date posted 04/17/2017 Location Albuquerque, NM Location Name Western Contact Center Address 6301 Jefferson Blvd. Employment Type I Regular Employment Type II Full-Time Line of Business Corporate Department 0123 - Contact Center Workforce Manag
The Workforce Specialist is also responsible for analyzing real-time call volume and Agent phone states against established forecasts to ensure established service level goals are attained. This involves observing call metrics, business metrics, and productivity metrics; communicating real-time performance statistics to Operations Supervisors and Managers; calculating VTO needs; and monitoring established schedule adherence goals as outlined by each business unit.
The Workforce Specialist uses these indicators to address current day queue performance and schedule adherence issues affecting day-to-day Contact Center operations, including responding to daily scheduling and performance requests from Operations, Training, and Human Resources; notifying Supervisors of real-time productivity at a program level to inform whether Agents are meeting, exceeding, or failing to reach productivity thresholds; communicating and escalating system outages to the Business Solutions team for resolution with IT; and partnering with Operations teams to identify alternative scheduling solutions and reallocate Agents during system outages.
To accomplish this, the Workforce Specialist must have knowledge of Contact Center operations and functions, business processes, and workforce management systems. The Workforce Specialist works closely with the Planning and Intra-Day Scheduling teams, Operations leadership, and Human Resources in order to schedule Agent staff in the most efficient manner while meeting service level goals. As such, this role supports the execution of Lowe’s overall business strategy by allowing the Operations team to continuously provide a high level of service to all customers.
Essential and Core Responsibilities:
Manages intra-day scheduling across all Contact Center locations using workforce management systems by executing established processes for changing schedules, VTO, and training; making schedule changes and updates (e.g., Agent call-outs, same day lunch changes, medical breaks) based on immediate call volume and performance trends in order to alleviate conditions where programs are over-staffed and under-staffed; adding VTO and overtime to a schedule based on current day call performance trends; soliciting Agents to work overtime based on daily business needs; adjusting the call monitoring system to reflect Agent skills; balancing and reassigning work based on Agent availability and skill level; setting primary, secondary, and reserve skilling; making scheduling changes
Monitors daily and interval service level performance for all Contact Center locations using real-time call queue monitoring software by observing call metrics (e.g., average handle time, average speed of answer) against thresholds established by the Planning Manager; monitoring business metrics (e.g., service level, occupancy, call abandonment) set by Operations Managers; monitoring productivity metrics (e.g., schedule adherence, phone state) set by the Workforce Manager; communicating real-time performance statistics to Operations Supervisors and Managers; analyzing current call trends to determine VTO needs; monitoring established schedule adherence goals as outlined by each business unit
Makes immediate scheduling changes based on changing business needs and staffing levels by responding to daily requests from Operations Supervisors to pull individual Agents off the phone (e.g., for immediate performance management or coaching); responding to immediate attendance, performance, and scheduling questions from Operations Supervisors; identifying Agent thresholds using the electronic white board; notifying Operations Supervisors of real-time productivity at a program level to inform whether Agents are meeting, exceeding, or failing to reach productivity thresholds; communicating and escalating system outages to the Business Solutions team for resolution with IT; partnering with Operations teams to identify alternative scheduling solutions and reallocate Agents during system outages
Pursues self-development and effective relationships with others by organizing resources and information; openly sharing information and knowledge with coworkers and customers; seeking performance feedback; adapting to and learning from change, difficulties, and feedback
Completes work assignments by applying up-to-date knowledge in subject area to meet deadlines; building an understanding of procedures, data, and resources to support projects or initiatives; collaborating with others, often cross-functionally, to solve business problems; understanding priorities, deadlines, and expectations; communicating progress and information; identifying and recommending ways to address improvement opportunities when possible
Required Minimum Qualifications:
•2 years of experience in a Call Center environment
•1 year of experience using Call Center tools (e.g., workforce software, automated call distribution systems)
•1 year of experience in a workforce support role (e.g., scheduling, intra-day operations)
•1 year of experience compiling and analyzing Call Center data and recommending actions
With fiscal year 2013 sales of $53.4 billion, Lowe’s Companies, Inc. is a FORTUNE® 100 company that serves approximately 15 million customers a week at more than 1,825 home improvement stores in the United States, Canada and Mexico. Founded in 1946 and based in Mooresville, N.C., Lowe’s is the second-largest home improvement retailer in the world. For more information, visit Lowes.com.
Lowe’s is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity or expression, marital status, veteran status, genetics or any other category protected under applicable law.Apply Now Email Job
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