Workforce Management Intern
ConnectiveRx was formed in 2015 by bringing together the industry-leading business of PSKW, PDR/LDM, Careform (2017) and The Macaluso Group (2018) to advance our technology-driven expertise in providing state-of-the-art commercialization solutions. To learn more about our company, visit ConnectiveRx.com
The Intern, Workforce Management (WFM) position will be
responsible for playing a central role gathering and analyzing data and reporting
of Contact Center performance. This role will work with Excel, forecasting
software, CRM, and other applications. The WFM Analyst will work closely with
Managers and Supervisors to make sure business objectives are attained by
optimizing human resources.
Main duties include monitoring real time and historical call
and staffing patterns, forecasting workloads and staff requirements, tool
maintenance, create and delivering reports of shrinkage in schedules. This role
will work as a WFM subject matter expert to report schedule adherence and other
KPI Metrics as needed, observe and report out on attendance incidents, and
communicate KPI data to staff members as necessary. The emphasis is not simply
on improving operational efficiency or on managing the workforce effectively
but tying actions to the customer experience.
Responsible for daily, weekly and monthly call center
reports which highlight call center performance (including, but not limited to
Call Volume, Service Level, Average Handle Time, Abandon % and Average Speed to
Participate in other WFM projects as defined by leadership,
providing regular report updates, and adhering to project deadlines.
Utilize specialized software tools to manage and forecast staffing levels for multiple lines of business (Verint, Excel models, etc.) Provide operational and maintenance support of the WFM tool. Develop schedules to meet contact volumes and service levels for multiple business teams and communicate work/training schedules for agents to operations management.
Knowledge, Skills and Experience:
Working knowledge of inbound and outbound call centers, best practices and forecasting/scheduling a plus
Skilled in evaluating information and presenting it in a logical manner to select audiences.
Intermediate Microsoft Excel skills required (complex formulas)
Ability to maintain and create reports in Excel to forecast results and trends
Must have strong mathematical and statistical skill set to
maintain accurate data reporting and analysis
• Adhere to all Company Policies, Procedures, and other training consistent with ConnectiveRx's Information Security and Compliance Programs, including but not limited to the following compliances and regulations: SOC1, SOC2, PCI, HIPAA
• Maintain strict compliance with company and client policies regarding business rules and ethics, as well as applicable local, state and national federal laws
- Job Family Indv.Contr - NonExempt
- Pay Type Hourly
- Employment Indicator Office
- 200 Jefferson Park, Whippany, NJ 07981, USA