| | Responsibilities | | Maintain all headcount movement in IEX and the headcount spreadsheet for the entire area. Accurately track how many people we have in each call center online and offline across the area. Maintain changes in movement regarding transfers, promotions, lateral moves, attrition etc. in all centers. Keeps up with all the emails from MW Org changes. Excellent communication skills. Partner with our planning team regarding bid headcount, audit, and confirm the number of online reps and supervisors in each call center. Must be accurate and detail-oriented in tracking all headcount and movement. Notify IMT on New Hires agent group moves. As well as monitor SME's support for both Care and Tech. Audit and call out any discrepancies and understand how much support should be given to our transition group. Maintain shrink checkbook for transition. Identify any discrepancies in the Validation tool. Audit and track employee and organizational shrink. Track and update movement document. Gathering accurate results, effectively analyzing information, writing up a summary regarding for Sup PBS. Maintain and monitor supervisor to rep ratios. Conduct meetings with the Directors and Ops Ad's and effectively articulate sup to rep breakdown. | | Qualifications | | BS/BA degree or equivalent work experience. Demonstrates successful analytical skills; root cause analysis & trend/driver identification regarding performance blend for supervisors and reps. Ability to critically assess information to identify problems and formulate recommendations. Ability to use independent judgment to gather, organize and analyze information, and applies critical thinking in decision making. Must have excellent organizational skills, with proven ability to successfully communicate ideas and recommendations to all levels within the organization using negotiation, persuasion, and discretion to achieve objectives. Must be able to identify and escalate potential issues as well as implement recommended solutions. This position requires the ability to meet aggressive deadlines, manage multiple tasks simultaneously, ability to keep up shifting priorities and to work in a fast-paced, dynamic, customer and team-oriented work environment. Well organized with the ability to balance multiple priorities in order to successfully complete outlined responsibilities. Strong time management and prioritization skills. Highly self-motivated with the ability to work independently and in a team environment. Effective communication and presentation skills. Interact with all levels of leadership. Highly skilled in MS Excel, MS Word, and MS PowerPoint. Knowledge of some RM systems is required (IEX, EA, Aceyus, EMS, etc) Time in title guidelines apply. | | Equal Employment Opportunity | | We are an equal opportunity employer m/f/d/v. |
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