Job Responsibilities:
* Engagement with Business Unit and Workforce Management Team in relation to call center performance and provide commentary on impacts and key driver
* Compiles and distributes and analyzes daily, weekly, and monthly call center performance reports
* Use workforce tracking tools to maintain information on employee activity and status, including scheduled assignments and absences, meetings and other schedule exceptions
* Facilitate any vendor or Stuffing needs as creating new users terminate any resigned users reporting and escalate any technical issues
* Research issues through data mining databases/systems
* Providing recommendations for improved performance within the Workforce Management team and for supported work groups
Job Requirements:
* Ability to drive high performance work teams
* Proficiency with Excel
* Adept at managing multiple priorities and tasks in a fast-paced environment
* Good reasoning abilities and sound judgment. Tactful, flexible and people oriented.
* Communication and interpersonal skills
* Ability to work in a team environment
* Ability to act and drive a sense of urgency to ensure both internal and external customers are served in a timely manner.
* Ability to motivate and lead through tactical leadership built from strategic vision.
* Strong ability to analyze call trends and take appropriate action
* High school degree; college degree preferred
* Must be available to work any shift any day
* Working knowledge of call center dynamics, verbiage and methodologies
* Proficiency with IEX scheduling software preferred
* Previous Workforce management desired
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**Introduction** At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lea…