Coord, Workforce Management Operations Admin

Position Summary

Under direct supervision this position is responsible for the tracking and reporting of attendance for RCCL contact center employees. The Operations Admin Coordinator will be working closely with the workforce planning and leadership team as well as payroll and HR to ensure that our 1,800 contact center employees situated in both North America and the Philippines are following the organization’s different attendance policies by tracking schedules after they have been worked. Employees are individually tracked by gathering information using a computerized system. The data captured is then entered into the employee’s record databases. Infractions that are not in line with the attendance policy are reported to the leadership team. General knowledge of the organization by brand and department will be required. This includes the comprehension of departmental procedures and differences in scheduling, adherence and time off requirements that must be implemented and managed in order to keep consistency and integrity of each respective attendance policy. Completing tasks accurately and efficiently while meeting necessary deadlines will be required. The ability to multi-task and prioritize workload while being able to handle ad hoc requests in a time sensitive environment will be required. Professional and positive interaction with all levels of management, agents and colleagues while providing good customer service is imperative. The administrative requirements in a contact center environment are always evolving. The Operations Admin Coordinator must be able and willing to evolve within this environment.

Essential Duties And Responsibilities

• DATABASE MANAGEMENT: Create employee attendance files and maintain them on a daily basis using Microsoft Excel spreadsheets. Review employee actual hours worked using historical reports from phone and schedule tracking systems. Accurately record and track information on any attendance infractions that are not in line with the organization’s attendance policy in the employee’s attendance file. Update any changes or exceptions that are made using the schedule tracking system that is housed under Aspect Workforce. Research attendance anomalies in various systems to ensure accuracy.
• HISTORICAL REPORTING: Produce reports on agent and team attendance patterns. Report infractions to the leadership team and HR on a daily basis. Monitor and report to the leadership team and HR on North America’s planned and unplanned OFLA and FMLA absences in accordance with company, state and federal laws as well as Philippine approved leave laws. Assist in creating attendance reports that will help the department for staffing purposes. Maintain open communication with the workforce planning team in order to ensure accuracy of daily reporting.
• CUSTOMER SERVICE: Handles customer service inquiries and problems via email, phone and walk up by contact center employees, HR and the leadership team teams across the different organizations. Advises the leadership team on any attendance disciplinary actions that need to be taken based on guidelines that are dictated in the attendance policy.
• PERFORMS OTHER DUTIES AS REQUIRED: This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management.
  
  

Financial Responsibilities

• No Financial Responsibilities.
  
  

Qualifications

• Position requires a high school diploma.
• 1+ years of experience with call center experience required.
  
  

Knowledge And Skills

• LANGUAGE SKILLS: Strong verbal and written communication skills are required. Ability to read, analyze and interpret governmental regulations and attendance guidelines.
• MATHEMATICAL SKILLS: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions and decimals.
• REASONING ABILITY: Ability to solve problems and deal with a variety of variables in situations where only limited standardizations exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or scheduled form. Ability to comprehend and work with multiple time zones and military time.
• SOFTWARE REQUIREMENTS: PC experience including Microsoft Office required. Additional software preferred but not required Aspect (Workforce and Empower), Avaya CMS Supervisor and Microsoft Outlook.
• OTHER QUALIFICATIONS: Must possess excellent interpersonal skills. Should effectively build relationships and encourage collaboration in all locations in order to manufacture positive and significant outcomes. Demonstrate strong initiative and effective questions and listening skills.
• Maintain confidentiality at all times, take ownership of situations and escalate issues to the appropriate party for immediate resolution.
  
  

Physical Demands

• The physical demands described here are representative of those requirements employees must meet to perform the essential functions of this job with or without reasonable accommodations.
• Ability to see (visibly) computer monitors, use fingers, hear customers via phone and in person. Specific vision abilities required include close vision and ability to adjust focus. The employee is regularly required to sit, stand, write, review, type reports, compile data, and operate a pc. The employee regularly moves about the office complex, and may climb, descend, lift or move 10 pounds.
  
  

Work Environment

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job with or without reasonable accommodations. The environment includes office location, and /or moving inside/outside the office. A high noise level is possible if visiting shipboard or offsite locations.
• The work level in the work environment is usually moderate.