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Work Force Management Specialist in Orlando, FL by Bluegreen Vacations

Date Posted: 3/1/2019

Job Snapshot

  • Employee Type:
  • Location:
    Orlando, FL
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

The Workforce Management Specialist is responsible for creating and analyzing call volume forecasts, staffing levels, schedule adherence levels, call patterns and work volumes to ensure service and operational goals are met. The Specialist is also responsible for identifying, analyzing and reporting service performance deviations among different call types using multiple data sources and tools to improve performance results. Additionally, the Specialist will act as the administrator for the Workforce Management software and phone switch for the Orlando call centers. Communication with the Workforce Management team and Call Center Management team is key to meeting service level goals.
Traffic Specialist will also recommend and design call overflow scenarios, analyze past call flows for trending and changes in the business, project future staffing needs and traffic by marketing channel, all phone system reporting, set up of new and deactivation of old agents, queues and skill groups and phone related equipment inventory, associate assignment and ordering.

Scheduling and Forecasting

• Forecast long and short term schedule and call volume data to perform a semi-annual schedule bid to best meet the operational need of the call center.
• Analyze historical data and trends to continuously improve schedule and forecast accuracy.
• Schedule off phone activities such as meetings, trainings, coaching sessions and exceptions based on business needs while managing service levels and abandon rates.
• Create schedules for call center representatives based on their skills to meet service level and abandon rate goals.
Intraday Adjustment and Analysis
• Ability to adjust and justify workforce staffing requirements changes on a daily/weekly/monthly/yearly basis based on business need changes.
• Provide feedback and recommendation to solve short and long term capacity issues.
• Track and report absenteeism, schedule variance and forecast deviations.
• Authorize VTO/PTO/OT based on business needs in order to meet or exceed key performance indicator(s)
Operations Support
• Collaborate with leadership to manage all associate profiles/skills in the WFO systems.
• Process new agents, terminations, shift swaps, time off requests, schedule exceptions and schedule bids.
• Provide scheduled and adhoc performance and workforce management reports to management.
• Monitor real time adherence to schedule.
• Communicate, review and respond schedule inquiries from management.
• Act as the call center WFO and phone subject matter expert for new system and process implementation and outages.
• Accurately report and analyze historical call volume, including the creation of new reports and modifying existing reports to call center data.

Job Requirements

MINIMUM QUALIFICATIONS (Skills, Knowledge, Ability, etc.):
• High school diploma or equivalent (G.E.D.)
• 3 years in a workforce management or /traffic analytics role
• 3 years working knowledge of Excel
• 3 years in a call center environment
• MS Office
• Documented experience trending and analyzing data
• Knowledge of commonly used concepts, practices, and procedures within a contact center environment
• Accurate attention to detail a MUST
• Strong analytical and decision making skills; ability to utilize problem solving skills using both logic and common sense
• Performs a variety of specific responsibilities by multi-tasking using time management skills
• Works well under general supervision in a fast-paced, team oriented environment
• Ability to learn quickly and apply new technology
• Problem and conflict resolution management and negotiation skills
• Demonstrated strong communication and interpersonal skills
• Comfortable with confidential tasks and business decisions


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