Workforce Management Administrator Workforce Management Administrator …

Capital Group
in Lackland Air Force Base, TX, United States
Permanent, Full time
Be the first to apply
Competitive
Capital Group
in Lackland Air Force Base, TX, United States
Permanent, Full time
Be the first to apply
Competitive
Workforce Management Administrator
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Date: Nov 7, 2019

Location: San Antonio, CA, US, 78251

Company: Capital Group

Req ID: 31149
Experience Level: Entry-Level
Other Location(s): N/A

Come grow with us

At Capital Group, how we work is defined by shared values that include absolute integrity, respect and collaboration. But its more than that. Its smart and highly driven people united in purpose to serve our investors and one another.

Bring your energy and unique perspective to Capital and youll have the opportunity to grow with us professionally, personally, and financially. Youll be part of a team that genuinely cares about helping you succeed. Youll work alongside talented colleagues, many of whom build long careers while progressing through multiple roles, establishing lifelong friendships and making a difference in our communities. In return for your contributions, youll receive premier compensation and benefits, and a company-funded retirement plan that ranks among the most generous.

Workforce Management Administrator

The Workforce Management (WFM) Administrator plays a critical role in administering department workforce activities utilizing intraday reports and productivity measurements with the goal of keeping staffing and service demands within departmental goals. This role requires excellent communication, effective resource management and timely issue resolution skills.

Responsibilities:

  • Effectively uses Work Force Management System to monitor call volume, number of calls on hold, average speed to answer, and makes necessary changes to meet our department goal.
    • Adjusts existing intra-day schedules as needed, considering relevant factors (e.g., volume by work-type, routine maintenance, department re-organizations) to ensure staffing for various phone/processing work-types.
    • Reviews and approves real-time requests from associates and team managers regarding scheduling exceptions and/or changes (e.g., time away, training, meetings); communicates and updates resulting schedules in Work Management systems.
    • Tracks, identifies and communicates intra-day variations in volume and staffing projections. Provides recommendations for possible solutions in order to meet service level standards.
    • Updates data in Work Management systems (e.g., associate schedules, skill sets, and work queues). 
  • Monitors scheduling adherence and reacts to real-time staffing needs
    • Monitors real-time associate adherence to schedule, identifying discrepancies and communicating to team managers as necessary. Initiates escalation procedures when Key Performance Indicator (KPI) thresholds are exceeded.
    • Monitors intra-day outages, staffing shortages, and other unplanned events; communicates plan deviances to the Work Management team.
    • Monitors associate call-in line and Work Management mailbox to update schedules and maintain accurate intra-day projections.
  • Runs reports out of Work Management systems and provides data to client groups to answer business inquiries.

Basic Qualifications

  • Demonstrates working knowledge of work management systems, tools and processes, and ability to apply it to work assignments. 
  • One year of experience in a Call Center or other operational environment (multi-site preferred).
  • Knowledge of NICE IEX and Genesys is a plus.
Company Overview:
Founded in 1931, Capital Group is one of the worlds largest and most trusted investment management companies and home to the American Funds. We manage more than US$1.7trillion in assets, and our 7,500 associates make our clients their first priority every day. When we do our job right, millions of investors around the world fulfill their dreams and financial goals, from home ownership and higher education, to a comfortable retirement. Our long-term investment results and outstanding service set us apart from our competitors, while our workplace sets us apart from other employers.
We are an equal opportunity employer, which means we comply with all federal, state and local laws that prohibit discrimination when making all decisions about employment. As equal opportunity employers, our policies prohibit unlawful discrimination on the basis of race, religion, color, national origin, ancestry, sex (including gender and gender identity), pregnancy, childbirth and related medical conditions, age, physical or mental disability, medical condition, genetic information, marital status, sexual orientation, citizenship status, AIDS/HIV status, political activities or affiliations, military or veteran status, status as a victim of domestic violence, assault or stalking or any other characteristic protected by federal, state or local law.


Nearest Major Market: San Antonio

Job Segment: HR, Human Resources, Entry Level

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