2 days old

WFM Real Time Administrator (132770)

Home Depot, Inc.
Kennesaw, GA
  • Job Code
    339335
WFM Real Time Administrator - Kennesaw GA 30144 Skip Navigation
Job Details

WFM Real Time Administrator (132770)

GA - Kennesaw

  • Date Posted: Aug 26, 2019
  • Company: The Home Depot
  • Travel: 0-10%
  • Functional Area: Operations
  • Position Type: Full-Time
  • Relocation Provided: No




Position Description:
POSITION PURPOSE
The Online Contact Center Real Time Administrator is responsible for executing intraday and real-time strategy for assigned line(s) of business. Assigned responsibilities may include agent skilling changes in Avaya CMS and other systems, updating and sending intraday reporting using a standardized template, recruiting overtime and/or voluntary time off based upon predetermined guidelines or direction, sending alerts associated with productivity and workload to business leaders, monitor and input attendance occurrences, and similar tasks. Supported business units operate through traditional inbound and outbound telephone calls, written communication channels (SMS, e-mail, social media, chat), and case management. Frequent coordination with peers and leaders in other Workforce Management roles and Operations will be necessary. A successful Real Time Administrator will be able to shift focus on the fly, remember to perform tasks without being prompted, and follow written process.


MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES

  • 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 Workforce 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.

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 experience
  • 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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Posted: 2019-10-17 Expires: 2019-11-16

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WFM Real Time Administrator (132770)

Home Depot, Inc.
Kennesaw, GA

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