Support Services

Support Desk Specialist IV

Contract

Brooksource

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Workforce Management Administrator  

Charlotte, NC – Onsite  

 

Brooksource is looking for a Workforce Management (WFM) Administrator to join our Fortune 75 Telecommunications partner in Charlotte, NC. The WFM Administrator exists on a team with the purpose of scheduling various types of meetings and calendar events for internal employees. The WFM Administrator will also be tasked with rescheduling/cancelling events that must be moved, accounting for employees logging daily availability.  

 

Responsibilities 

  • Support the Workforce Management team with various auditing, reporting and scheduling functions which include the following: 
  • Coordinate scheduling of team meetings, coaching sessions, training and other scheduled off phone activities. 
  • Update agent schedules with exceptions received through email and chat. 
  • Maintain data in Aspect eWorkforce Management software as well as other related databases and files. 
  • Support frontline leadership in scheduling ad-hoc requests. 

 

 

Desired Qualifications  

  • Experience with Workforce Management (WFM) tools such as Alvaria or Aspect 
  • Hands-on experience within a call center/ helpdesk/ related role  
  • Experience with basic Excel functions  

 

Required Qualifications  

  • Strong problem-solving skills, develop solutions and take actions to resolve them 
  • Excellent organizational skills: and able to balance workload and manage multiple efforts simultaneously 
  • Self-directed worker, able to work independently, with limited oversight 
  • Demonstrated collaboration skills to foster effective working relationships with the team and internal employees 
  • Ability to communicate clearly, concisely, and accurately using oral and written communications 
  • Analytical mindset 

 

Eight Eleven Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, national origin, age, sex, citizenship, disability, genetic information, gender, sexual orientation, gender identity, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state, and local laws.

Brooksource provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, national origin, age, sex, citizenship, disability, genetic information, gender, sexual orientation, gender identity, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state, and local laws.

JO-2211-130603

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