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Job Field: Travel / Transportation
Location: Texas

JOB SUMMARY:

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Workforce Traffic Controller


Job Title: Workforce Traffic Controller
Job Type: Full-Time
Location: San Antonio, TX








Job Description:

Position Purpose:
Handle basic clerical tasks for the department including adjustments to schedules, monitor real- time schedule adherence and alert operations management, and monitor off- phone activities.

Knowledge/Experience:
High School diploma or equivalent. 2+ years of call center or customer service experience. Working knowledge with Excel and Workforce Management applications.

Position Responsibilities:

 Process adjustments to current schedules
 Monitor real-time reports in various workforce management systems ensure the entire direct call center achieves service level by interval
 Make decisions to re-skill agents to clear out queues, monitoring call volume and searching for trends.
 Work with call management systems to ensure call spikes are being handled, analyzed and included in future forecasts
 Monitor adherence throughout the day and identify unexpected staffing gaps due to absences
 Declare AHODs (All hands on Deck) for the various departments
 Assist with managing system outages for call centers
 Assist in determining vacation and holiday allocation throughout the year
 Run/submit Health and Human Services Commission required reports and as requested by management