Job Description
Job DescriptionJob Title: Workforce Representative
Job Type: W2 Contract – 5 months
Location: Remote
Schedule: M – F 11:30am to 8:00pm EST
Pay Rate: $ 18 / hour
Position Overview:
The Workforce Representative Associate will be responsible for monitoring contact center staffing, adjusting schedules, and ensuring operational efficiency. This role plays a critical part in balancing labor costs while maintaining service levels by ensuring adequate staffing coverage across all lines.
Key Responsibilities
- Monitor agent attendance and adjust schedules in workforce management software accordingly.
- Collaborate with a team of Workforce Rep Associates to coordinate staffing across multiple phone lines.
- Communicate with leadership regarding agents exceeding break/lunch times.
- Reassign employees between skills/phone lines to meet service levels.
- Meet weekly with contact center leadership to align on staffing strategy.
- Prepare and deliver daily, weekly, and monthly staffing reports using Microsoft Excel.
- Provide ongoing support to the contact center during scheduled working hours.
Qualifications
- Experience:
- Minimum 6 months in employee scheduling or 2 years in contact center operations.
- At least 2–5 years of Microsoft Excel experience (moderate proficiency required).
- Prior experience with workforce management software preferred (NICE InContact CXone strongly desired).
- Skills & Abilities:
- Strong understanding of contact center operations (minimum 2 years).
- Ability to make quick, informed decisions in a fast-paced environment.
- Reliable attendance and dependability.
- Comfortable working at a desk for extended periods.
- Proficiency with 10-key numeric keypad a plus.
Pride Global offers eligible employee's comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, auto, home insurance, pet insurance and employee discounts with preferred vendors.
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