WorkForce Administrator - Salt Lake​/Remote

The schedule for this position will be 11:30 AM - 8 PM MST.

This position may be "Hybrid" - 2 Days In-Office & 3 days At-Home if you are located within the vicinity of the SLC, Utah area.

This position may be "Remote" - 5 days At-Home if you have been employed with the NSC for a minimum of 6+ months and do not reside within the aforementioned location.

Minimum of 1 year of experience required in Workforce Management, specifically in real-time operations.

The Workforce Administrator is responsible for helping manage the day-to-day operation of the NSC by maximizing resources to ensure the right number of agents are in the right place at the right time. This position requires the ability to demonstrate excellent communication skills with all levels of the organization.

• Ability to work nights and weekends as needed
• Demonstrated analytical and communication skills
• Ability to independently prioritize tasks and job duties as needed

• Ensuring Service Level Agreement goals are being achieved daily
• Ensuring all agents are following scheduled activities
• Monitoring call volume throughout the day and making changes to scheduled activities as needed
• Updating agent schedules in real time to account for ad hoc needs or absenteeism
• Understand staffing coverage and offer Extra Time or Unpaid Time Off as needed
• Assists in onboarding new hires
• Assist with remote employee processes (sending policies, return labels, tracking of equipment)
• Work with center leaders to determine trends in agent behaviors/call volume and help determine appropriate action plans.
• Communicate with agents, supervisors, center leaders through multiple platforms
• Manage multiple Teams channels
• Assist in answering agent questions, from technical issues to policy and procedure topics
• Handle escalated customer situations, including handling customer calls that are escalated to a supervisor
• Assist in management of facilities
• Other duties as assigned

• High School Diploma or GED or equivalent required;
  Associates Degree or greater strongly preferred
• 2+ year’s experience in a multi-channel contact center
• Previous Workforce Management experience preferred
• Strong knowledge of MS Office software

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.