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. We work with the world's top brands to make smart devices simpler. Vehicles last longer. Homes more secure.
Problems easier to solve. And we volunteer in communities all over the globe to help the world become a greener, better place. We come from a variety of countries, cultures, and backgrounds. But we're united by our endu