2 job(s) at Agent24, Inc.
Agent24, Inc., is currently hiring Sabre agents to join our team. We currently have openings for corporate agents to join our successful remote agent workforce as a dedicated agent for a large account. Agents will process incoming calls and emails from corporate accounts requiring changes to existing reservations or to book new reservations. Candidates must have the ability to problem solve, work independently, offer exemplary customer service skills, and follow corporate accounts policies and procedures.
Denver, CO, United States
Overall job summary -
Candidate will serve as Workforce Management Analyst in a Contact Center environment responsible for all WFM tasks within the Operations department. Key responsibilities will include attendance and scheduling functions, as well as preparation time sheets for bi-weekly payroll.
Key Duties and Responsibilities -
Prepares intraday reports on staff attendance
Maintain running report of attendance incidents.
Issue Performance Improvement plans as it relates to attendance
Reconciles attendance daily with company Timeclock against schedule and time in/out and AUX modes
Manages changes to scheduling to ensure adequate daily resource coverage.
Communicate with management and operations team to ensure compliance with company standards.
Ensures hours are accurate and compatible with company and department payroll procedures.
Review PTO submissions and approve/deny based on operational needs
Monitor attendance and schedule adherence.
Processes schedule trade requests
AdHoc reporting as needed by management
Processes management requests for modifications of scheduling events (meetings/training, etc.).
Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.
Provides analytical support for special projects
Collaborate with Operations Department Management on identifying opportunities to further optimize our workforce.
Communicates and works with staff members, accounting, HR and management.
Performs any other related duties as deemed necessary by management
Skills/Knowledge Required -
Experience with Workforce Management software (scheduling, performance tracking, reporting)
Demonstrated strong analytical skills, with emphasis on forecasting.
Ability and willingness to learn new software applications.
Skills in complex problem solving, judgment, critical thinking and decision making.
Ability to be highly organized with an emphasis on accuracy and timeliness.
Ability to organize information
Strong attention to detail
Ability to work alone with minimum supervision and with others in a team environment, occasionally under time pressure and on several tasks at the same time.
Ability to effectively communicate orally and in writing with various departments,
Ability to sit the entire work day viewing a computer monitor.
Ability to work occasional evenings or weekends as we are a 24x7 operation
2-5 years’ experience in Workforce Management, preferably in contact centres’ with at least 50 employees.
Bachelor degree preferred, or 3 plus years relevant work experience.
Attend bi-weekly Operations meetings
Train new staff on Time clock and use of WFM tool