Workforce Administrator
Navis - Bend, OR

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Job Descriptions:
The primary role of the Workforce Administrator is to contribute to the profitability of NAVIS. This is accomplished by
forecasting inbound call volume and identifying appropriate staffing levels. This includes reporting, scheduling, tracking, call
volume management, and participation in various projects as assigned.

Essential Job Duties and Functions (other duties and/or Key Success Factors may be assigned as necessary):


o Accurately forecast intra-day, daily, weekly, monthly call volume patterns within a +/- 3% accuracy
o Adjust forecasts and staffing levels to seasonality and client call patterns
o Determine annual headcount needs based on seasonal call volume
o Assess and adjust fiscal budget forecasts
o Work with the Client Success department to evaluate client headcount needs when necessary


o Make professional recommendations on new schedule times and shifts
o Work with supervisors and managers to make necessary adjustments for schedule optimization
o Assist in analyzing peaks and valleys in call volume to adequately staff the call centers
oMonitor and maintain agent adherence
oAssist with real-time management of call volume to maintain efficient call distribution among all
available resources
o Track absenteeism and report to supervisors
o Assist with schedule maintenance, including schedule swaps
o Coordinates off-phone agent activity scheduling, such as team meetings and training events
o Conducts all shift bidding analysis and activity with the approval of Call Center Manager


o Responsible for payroll duties including timesheet collection and verification and commission
o Prepare and maintains daily performance reports
o Analyze call center data to determine trends and patterns and offer solutions to drive profitability
o Compile and distribute workforce management reports as needed

Product Development

o Work closely with the Call Center Manager and the Software Development team to optimize scheduling

Perform other duties as assigned

Required Experience:
o High School diploma or equivalent required
o Two (2) years of call center workforce software experience

Soft Skills

o Strong written, verbal, and interpersonal communication skills to effectively communicate with
management and co-workers
o Ability to efficiently manage and prioritize multiple tasks to meet established deadlines
o Accuracy and attention to detail required
o Project a cooperative and positive attitude at all times
o Ability to work hours outside of normally scheduled shift, including holidays and weekends
o Must be able to interact, communicate to and report about agents, verbally and in writing, without
personal conflict
o Assist in any administrative paperwork necessary
o Accept change with a positive attitude
o Must have the ability to work independently with minimal supervision
o Ability to work effectively within a fast-paced team environment
o Ability to maintain high level of confidentiality and work with sensitive data and information

Mathematical Skills

o Strong mathematical ability
o Understanding of statistics as it relates to call center analytics
o Ability to define problems, collect data, establish facts, and draw valid conclusions
o Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and
deal with several abstract and concrete variables

Technical Requirements

o Proficient in all MS Office applications
o Knowledge of scheduling processes and automated software such as eWFM, RTA, CMS
Keyword: scheduler, reporting, forecasting, workforce
From: Navis

Navis - 20 months ago - save job - block
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