20 days old

Workforce Specialist

Epiq Class Action & Claims Solutions
Salem, OR 97302
  • Job Code
    R0015144


It's fun to work at a company where people truly believe in what they are doing!

Job Description:

Position Summary

The Workforce Specialist is directly responsible for real-time queue monitoring and intraday analysis of all contact center activity.

Essential Duties and Responsibilities

  • Monitor queues throughout the day

  • Accurately track and forecast inbound and outboundcall volume

  • Track schedule adherence and absenteeism

  • Coordinate and scheduleagent training

  • Plan and optimize workforce schedules across multiple call center sites and projects

  • Process schedule changes, time off requests, voluntary and mandatory time off

  • Report on daily, weekly, monthly and yearly statistics on call volumes, service levels, utilization, billable hours

  • Manage user profiles including adding/removing users from workgroups, granting licenses/skills, password, etc.

  • Other duties as assigned

Job Qualifications and Requirements

  • Advanced skills in Microsoft Office (Word, Excel, Outlook, etc.)

  • Strong proficiency with MS Excel is essential

  • Excellent verbal and written communication skills with a professional, calm demeanor

  • Ability to effectively handle multiple tasks and time-sensitive projects with changing priorities

  • Familiarity with Workforce Management and Telecom software suites such as Interactive Intelligence (Genesys),IC Business Manager, Interaction Desktop

  • Familiarity with SAP andSharePoint a plus

  • Strong analytical skills and deductive reasoning skills

  • Ability to work on the fly with ad-hoc reporting

  • Strong work ethic, commitment to success,team orientedand reliability is essential

  • 3 years of Workforce experience in a call center environment

  • Expertise with VBA and MS Access a plus #LI-KW1

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

It is Epiqs policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individuals race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. Epiqs policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. In addition Epiq will take affirmative action for minorities, women, covered veterans and individuals with disabilities. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. Epiq is pleased to provide such assistance and no applicant will be penalized as a result of such a request. Pursuant to relevant law, where applicable, Epiq will consider for employment qualified applicants with arrest and conviction records.







Posted: 2021-02-08 Expires: 2021-03-09
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Workforce Specialist

Epiq Class Action & Claims Solutions
Salem, OR 97302

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