Workforce Technical Support Specialist
Perry, Ia
I started my WFM career as a Workforce Coordinator I watching RTA to ensure calls were answered, updating schedules and scheduling meetings for our QA mentors. After awhile, I moved to Workforce Coordinator II. I built schedules for our associates, answered emails for schedule updates/vacation requests. My role ever evolved to forecasted for the Tier 2 teams, building our our groups in Genesys when we moved to that platform. I would also be involved in new routing design deployments when the business decided that we need a change. When I moved to the role of Workforce Technical Support Specialist, I was more involved in ensuring the skilling of associates was appropriate and at the same levels, auditing of all skills to ensure we had everyone appropriate skilled. I worked closely with the voice team on IVR deployments as well as trouble shooting reports of routing issues. I became SME on the Avaya system to troubleshoot people logging in. Mentor to my co-workers on how to troubleshoot issues or how to set up more complex schedules in Genesys. Held weekly calls with the business on associate metrics and gave new leader sessions on how to use the tools to monitor their own teams. Consulted on many new tool projects like RSO which gave new associate/leaders the ability to listen to live calls while mentoring/evaluating a more tenured associate during 2020 when there could be no side by side monitoring. Lead projects when bring on new groups to the WFM team to learn how they need to be set up (shifts/coverage), in cases of offshore teams how their time off worked to implement those rules into the Genesys tool across the appropriate Business Units. As well as lead project calls to ensure our voice partners and WFM partners as well the new leaders are all in step with each other. Eventually when our Client Assignment associate took another job, I was trained in 8 days to take over his job and spent the last year of my time with WFM before being transitioned.
