Specialist, Workforce Operations- Contact Center-WCO

Specialist, Workforce Operations- Contact Center-WCO

  • Location BENTONVILLE, AR
  • Career Area Customer Service and Call Center
  • Job Function Customer Service and Call Center
  • Employment Type Full Time
  • Position Type Hourly
  • Requisition 1220896BR

What you'll do at

Assists in generating contact center staffing forecasts by analyzing key staffing indicators (for example, volume, absence rates, handle time) from contact center scheduling systems (for example, ESP, Aspect) and contact management systems (for example, CMS (Call Management System),RTA (Real Time Adherence), Hyperion, CCPulse); manually updating the systems on a regular basis; and determining staffing needs based on
predicted call volume.Makes changes to resource allocation, volume allocation, or scheduling in response to unexpected staffing or call volume changes by tracking volume and staff availability; verifying the accuracy of current contact volume data; partnering with Operations Managers to determine staffing solutions in response to daily service levels and changing business needs; initiating contingency plans for unusual volume or unexpected staffing shortages; and supporting achievement of established service level agreements for all contact center operations groups. Ensures contact center performance is within pre-set parameters by monitoring real-time workforce program and agent performance using multiple systems; acting as central point of contact for operation impacting issues (for example, system outage, fire drill); coordinating response for impacting issues in order to increase response efficiency and limit impact on contact center performance; and verifying that volume and agent availability are
aligned with business needs. Assists operations management to resolve schedule and attendance adherence issues by serving as primary point of contact for agent scheduling requirements and issues across multiple contact center sites; managing the associate attendance call line; comparing call-ins to staffing plan;
recommending action plan to address gaps in attendance and staffing plan; documenting attendance issues for agents and communicating concerns to operations leadership; providing information to associates on attendance procedures and leave options; and escalating issues to Operations Managers when disciplinary action is required. Complies with company policies, procedures, and standards of ethics and integrity by implementing related action plans; using the Open Door Policy; and applying these in executing business processes and practices. Completes work assignments and priorities by using policies, data, and resources; collaborating with managers, co-workers, customers, and other business partners; identifying priorities, deadlines,and expectations; carrying out tasks; communicating progress and information; determining and recommending ways to address improvement opportunities; and adapting to and learning from change, difficulties, and feedback.
Competencies An individual must be proficient in each of the competencies listed below to successfully perform the responsibilities of this position. Customer/Member Centered: Serve the Customer/Member - Shows care and concern when serving our customers/members. Asks questions in order to understand customer/member needs. Uses policies and information in order to exceed customer/member expectations. Finds and uses the right
resources (people, products, tools) at the right time in order to resolve customer/member requests. Judgment: Make Effective Choices - Uses policies, procedures, and/or guides to make good choices. Uses data and facts in order to make day-to-day decisions and involves others as needed. Recognizes what might be a problem and informs those who can correct it. Planning and Improvement: Plan for and Improve Work - Accepts responsibility and meets expectations for own work. Identifies steps needed in order to carry out work as required. Influence and Communicate: Share Information - Listens to others and asks questions to learn about what is needed. Communicates the right information to associates and leaders when they need it. Communicates in a respectful and professional manner. Execution and Results: Get Results - Makes sure work is done correctly

Preferred Qualifications

Minimum Qualifications
1 year’s experience in contact center, retail, or a related field.
Preferred Qualifications
1 year's experience assessing or developing business or scheduling processes in a production, sales, or customer service environment.
1 year's Walmart stores or contact center experience.
1 year's experience working with contact center workforce scheduling systems.
1 year's experience analyzing and forecasting data and creating reports.
1 year's experience providing technical support, programming, or troubleshooting for telephony, network, or desktop systems within the Walmart
Technology division.
1 year's experience providing technical support and troubleshooting Windows platform systems or Avaya VoIP (voice over internet protocol)

About Walmart

At Walmart, we help people save money so they can live better. This mission serves as the foundation for every decision we make, from responsible sourcing to sustainability—and everything in between. As a Walmart associate, you will play an integral role in shaping the future of retail, tech, merchandising, finance and hundreds of other industries—all while affecting the lives of millions of customers all over the world. Here, your work makes an impact every day. What are you waiting for?

Hello, NW Arkansas

With over 200 miles of trails, an emerging locally-sourced food scene, the world-renowned Crystal Bridges Museum—NWA has something for everyone.

Discover NW Arkansas
Northwest Arkansas
NWA Crystal Bridges Museum of American Art

All the benefits you need for you and your family

  • Multiple health plan options
  • Vision & dental plans for you & dependents
  • Associate discounts in-store and online
  • Financial benefits including 401(k), stock purchase plans and more
  • Education assistance for Associate and dependents

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