GOC I - Workforce Management Unit - ESS Program Customer Contact Center

Requisition No: 843171 

Agency: Children and Families

Working Title: GOC I - Workforce Management Unit - ESS Program Customer Contact Center

 Pay Plan: Career Service

Position Number: 60055327 

Salary:  $39,320.81 minimum. DCF Salary Policy will apply. 

Posting Closing Date: 12/17/2024 

Total Compensation Estimator Tool

Agency: Department of Children and Families

Working Title: Workforce Management Specialist

Class Title: Government Operations Consultant I

Location: Based on selected candidate within the State of Florida. 

This is a full time, 40 hour per week Career Service (CS) position.

Business hours: 8:00 am - 5:00 pm, Monday- Friday.

Multiple positions available.

 

Minimum qualifications:

• Proficient in Microsoft Office Suite software; and
• Experience working in a Contact Center environment.

 

Preferences:

• Bachelor's or master’s degree from an accredited college or university. Note: If qualifying with education criteria you must provide a copy of your degree earned. Please attached the diploma or the official transcripts on the application before submitting your application to expedite the process, or be able to provide the documents when requested.
• Hands-on experience with Genesys Workforce Management system.
• Department of Children & Families’ experience in the ESS Customer Contact Center.

 

DESCRIPTION: 

This position is part of the Economic Self Sufficiency (ESS) Program, Customer Contact Center. This is a highly responsible, independent, and professional position which includes the forecasting, scheduling, real-time monitoring, and reporting to ensure staffing levels meet business objectives and service level agreements. This position will work closely with the Contact Center Workforce Management Manager and Contact Center Senior Leadership. This position will support shift management, schedules, and queue coverage for all Contact Center initiatives.

The incumbent will interact with Contact Center supervisors and managers to accomplish the goals and assignments of the position.  They will manage schedules, shifts, shift bids, leave requests, and reports within the Genesys Workforce Management software. They will observe data trends regarding workforce behavior and report on discrepancies to Contact Center management.   

Essential Functions:

• Forecasting and Scheduling: Develop accurate call volume forecasts and staffing plans to meet business requirements, Create and maintain efficient schedules for agents, ensuring optimal coverage and adherence to SLAs, analyze historical data to identify trends and adjust forecasts accordingly.     
• Real-Time Management: Monitor real-time contact center performance and adjust staffing levels as needed, implement intraday management techniques to address unexpected call volume changes and ensure service levels are maintained, coordinate with team leads and supervisors to address any immediate staffing or service issues.     
• Performance Analysis and Reporting: Generate and analyze reports on key performance metrics, such as occupancy, adherence, and shrinkage, identify areas for improvement and recommend actionable strategies to enhance operational efficiency, provide regular updates and insights to senior management on workforce performance and trends.
• Collaboration and Communication: Work closely with operations, training, and quality teams to align workforce managem