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Job Ref:  189402
Employer:  Waste Management.
City:  Phoenix
State/Province:  AZ
Type of Employment:  Full Time
Environmental Categories:  Other
Industries:  Other/Not Classified
Required Education:  Other
Job Description: 
Job Summary

Responsible for supporting Enterprise WFM Resource Scheduling function ensuring appropriate agent availability to meet service level standards.

Works directly with supervisors and agents in multiple call centers to assign and adjust agent schedules (shift, breaks, lunches, coaching etc) as necessary.

Essential Duties and Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other minor duties may be assigned.

  • Proactively monitors agent availability and utilization reporting deficiencies to local contact center management team.

  • Develop upcoming off-phone events (ie upcoming training plans) and update the WFM tool with appropriate exceptions to the schedule.

  • Proactively communicate off-plans with the call center leadership team and associates.

  • Ensure the proper administration of the workforce management tool and keep the system updated ensuring accurate results.

  • Recommend paid time off (PTO), voluntary time off (VTO) and overtime based on real-time call volumes to help ensure contact center meets service level and productivity standards.

  • Monitor call arrival and duration patterns.

  • Coordinate resource coverage for event durations exceeding 90 minutes.

  • Set-up and maintain agent profiles and hierarchy assignments.

  • Prepare basic call center metric and productivity reports.

    Supervisory Responsibilities

    This job does not have any supervisory responsibilities.


    The requirements listed below are representative of the qualifications necessary to perform the job.

    A. Education and Experience

  • Associate's degree or equivalent experience in Business or a related field.

  • 1-2 years experience analyzing business metrics or financials.

  • 1-2 years experience working in a team environment.

  • 1 year experience working with call center reporting and metrics required.

    B. Certificates, Licenses, Registrations or Other Requirements

    None required.

    C. Other Knowledge, Skills or Abilities Required

  • Ability to operate effectively in a team environment.

  • Good oral and written communication skills and interpersonal skills.

  • Ability to work effectively in stressful work conditions.

  • Strong analytical skills.

  • Proficiency in Microsoft Office Applications including Word, Excel, SharePoint and other relevant software.


    At Waste Management, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. As well as Stock Purchase Plan, Company match on 401k plan, and more! Our employees also receive Paid Vacation, Holidays and Personal Days. Please note that benefits may vary by site.

  • 11/22/2013

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