Prometric

About Prometric

Prometric, is a trusted provider of market-leading technology-enabled test development and delivery solutions. Committed to a set of values that believes in getting the right test to the right location at the right time and to the right test taker, Prometric supports test takers worldwide who take more than 8 million tests each year, in over 180 countries, to better their lives and careers. Through innovation, workflow automation and standardization, Prometric delivers tests on behalf of more than 300 clients in the academic, financial, government, healthcare, professional association and corporate employer markets for people to become licensed physicians, architects, certified accountants and financial planners, K-12 teachers, attorneys, credentialed project managers, law enforcement officers, software engineers, graduate students and many other accredited and distinguished professionals. Committed to a set of values that get the right test to the right location at the right time and to the right test taker, Prometric employees are innovative, compassionate and dedicated professionals, always focused on delivering a perfect test for every candidate. At Prometric, employees receive professional development and leadership opportunities at every stage of their careers. Prometric offers its employees full health care coverage and competitive salaries and benefits.
Job Category:

Customer Service

Country:

United States

Postal Code:

21162

Approximate Salary:

Not Specified

Position Type:

Full Time

Workforce Manager

Prometric - White Marsh

Posted: 06/5/2018

PRINCIPAL RESPONSIBILITIES AND ACCOUNTABILITIES:

 

  • Ensure that service levels for all skills are met each month
  • Understand business realities related to the different client groups supported, types of transactions, seasonal fluctuations and other realities that impact contact center performance
  • Work closely with the contact center management team to communicate staff schedule expectations, and report on adherence to these schedules
  • Monitor call queues in real time and ensure proper actions are being taken to make adjustments as needed and ensure agents are following expected schedules
  • Forecast contact center staffing requirements for annual budget and rolling 6 month periods and adjust fiscal year forecast due to changes in clients supported
  • Communicate contact center performance results to leadership team and internal stakeholders, including steps taken to improve performance and variances to forecasted staffing levels
  • Identify risks to service and cost objectives, develop strategies to eliminate these risks or mitigate its impact and communicate these effectively to the stakeholders.
  • Strong analytical, mathematical and problem solving skills
  • Demonstrated ability to lead effectively as well as be a valuable team player
  • Strong planning and communication skills
  • Knowledge of Avaya CMS systems

 

 

POSITION REQUIREMENTS:

  • College education or equivalent
  • 5+ years of workforce management responsibility in a contact center with multi-channel transactions
  • Advanced knowledge of Excel

Prometric is an Equal Opportunity Employer: disability/veteran

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