Workforce Management Specialist - Chandler, AZ
At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it’s one child in our own backyard or an education community across the globe.We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.
TheScheduling Analyst is involved in non-complex analysis and resolution ofworkforce scheduling issues. They areresponsible for day to day dialer maintenance and scheduling issues. They will be tasked with alerting allpertinent parties for IT/Telecom issues, break/lunch/aux adherence issues andfor pausing/starting campaigns. Thisperson is the front line for dialer issues and will work hand in hand withIEX/NICE systems. May identify need forimprovement to existing work processes.
Responsibilities are applicable based on the positionfocus/channel:
Serve as the first point of contact for agents experiencing IT/Telcom issues. This includes capturing issues on trouble tickets, functioning as a liaison with IT and ensuring issues are resolved in a timely fashion.
Responds to diagnoses and resolves less complex phone/computer issues and routine inquiries. Updates, revises and adjusts system as necessary.
Continuously monitors dialer, including real time call volume to ensure client expectation are met and optimal performance is delivered.
Tracks, inputs and documents all employee information which impacts scheduling and performance, such as sick, vacation and other time off the phones. This includes notifying management when agents do not adhere to schedule, adjusting system to reflect changes and updating schedules as needed.
Assists in analyzing statistics and performance, highlighting potential problem areas and suggesting solutions
4-year degree from an accredited institution in IT/Telco or equivalent discipline OR appropriate combination of experience and education
Professional communication skills for effective contact and presentation with stakeholders
Strong analytical skills, with a track record of developing actionable recommendations from quantitative data
The ability to multi-task, and work well under pressure with tight timelines
Experience in the higher education andor call center industry preferred
Experience/ability to demonstrate understanding of call center processes and procedures
Technical hands on experience supporting Telecommunications/IT, MS office, outlook, printers and users. General hardware and software trouble shooting ability
Skills in the following areas; problem solving, logical analysis, trouble shooting, diagnostic abilities, organization, prioritization, attention to detail, customer satisfaction and quality orientation, and interpersonal skills.
Primary Location: US-AZ-Chandler
Work Locations: US-AZ-Chandler-3075 West Ray 3075 W Ray Rd Park at San Tan Chandler 85226
Job: Customer Service
Organization: North America
Employee Status: Regular Employee
Job Type: Standard
Shift: Day Job
Job Posting: Sep 30, 2016