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WFM REAL TIME ADMINISTRATOR

Home Depot


Location:
Ogden, UT
Date:
09/25/2017
2017-09-252017-10-24
Job Code:
108885
Apply on the Company Site
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Job Details

REAL TIME ADMINISTRATOR - Ogden UT 84404 Skip Navigation
Job Details

WFM REAL TIME ADMINISTRATOR (108885)

UT - Ogden

  • Date Posted: Aug 2, 2017
  • Company: The Home Depot
  • Travel: None
  • Functional Area: Customer Service
  • Position Type: Full-Time
  • Relocation Provided: No




Position Description:
POSITION PURPOSE

  • The Real Time Administrator is responsible for the intra-day monitoring and analysis of incoming call volume patterns through a workforce management software application.
  • This individual will make decisions to improve real-time performance based on observed call center metrics.
MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES
Additional responsibilities include:
  • Attendance tracking and responding to requests from operations.
  • Provides phone and email technical support to HD Blue Pumpkin users.
  • Participates in meetings with leadership, Blue Pumpkin and system administrator on trends for both current issues and enhancement requests.
  • Monitors real-time call activity and makes necessary skilling and staffing changes.
  • Maintains mailboxes and responds to email within 24 hours.
  • Other duties as assigned.
NATURE AND SCOPE
  • Typically reports to the Real Time Supervisor
  • Responsible for helping others and providing on-the-job training or guidance

ENVIRONMENTAL JOB REQUIREMENTS
Environment:
  • Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Travel:
  • Typically requires overnight travel less than 10% of the time.


ESSENTIAL SKILLS:
MINIMUM QUALIFICATIONS

  • Must be eighteen years of age or older.
  • Must be legally permitted to work in the United States.
  • Must be able to pass pre-employment drug and background screening
Education Required:
  • The knowledge, skills and abilities typically acquired through the completion of a high school diplomas and/or GED.
Years of Relevant Work Experience: 2 years

Physical Requirements:
  • Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about.
  • On rare occasions there may be a need to move or lift light articles.
Preferred Qualifications:
  • 3 yrs Previous Workforce Management Experience
  • Intermediate ability to use MS Office Suite products
  • Previous technical support or help desk experience
  • Previous Blue Pumpkin experience
  • Bachelor's degree preferred
Knowledge, Skills, Abilities and Competencies:
  • Call Center Experience
  • Analytical thinking
  • Strong verbal and written communication skills
  • Strong Interpersonal Skills
  • Ability to train technical and workforce skills


We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

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