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Workforce Agent Administrator

Assurant

Assurant

Argentina · Remote
Posted on Nov 29, 2024

This job is responsible for….

Creating and maintaining agent records within various Workforce Management tools and reporting for each client and/or client groups using forecast staffing requirements and sourcing plans.

  • Track all customer care new hire employee information records through multiple channels including Workday reports, SharePoint site, Excel files and email communications.
  • Create and maintain Global Housing Customer Care Agent’s Employee record in eWFM Group Assignments for FTE tracking and reporting.
  • Create and maintain Global Housing Customer Care Agent’s eWFM -WFO User Account and assign Security Profile and Employee Filter.
  • Assign and maintain eGain’s Agent Teams, Group Teams, and Parameter Sets.
  • Update eWFM Trial Schedule Manager to track assigned and unassigned Schedules according to staffing plan.
  • Process Agent Status Forms to update eWFM, eGain and other employee records to support schedule and/or employee status updates.
  • Maintain eWFM Trial and Official Schedules for various Staff Groups.
  • Identify and maintain compliance with any regulations, rules or agreements that affect scheduling.
  • Compile agent schedule data to provide Schedule Compliance Reporting to Operations and Leaders.
  • Identify needed schedules for projected hiring to assist Staffing Analysis process.
  • Develop analyses that identify opportunities for changes that will improve operational efficiency, consistency of results, and/or employee satisfaction.
  • Complete various reporting requests.
  • Maintains confidentiality.
  • Support the Staffing Analysis process.