National Desk Assistant - Workforce Management

Provides administrative support in the monitoring of statistical data related to real-time actual and forecasted call volumes, average handling time, and staffing to ensure compliance of weekly plans for contact center sites. Compiles data and reports which assist in overall contact center operations. Assists in maintaining associates' phone log in codes and coordinates the voluntary time off process.

• Compiles call volume, average handle time and staffing data.
• Assists analysts in examining trend analysis and making accommodations for operations improvements.
• Assists in determining proper response to real-time deviation from forecasts.
• Collects data that supports recommendations for changes to call overflow, call allocation, and staffing to maintain proper load balance between contact center sites.
• Supports analysts in administration of company voluntary time off process.
• Runs and distributes standard reports as requested.
• Maintains accurate phone log-ins for associates.
• Develops ability to recognize areas of possible risk and learns to utilize analysis and judgement to offer suggestions for improvements.
• Completes additional duties as assigned.

• High school diploma or equivalent experience. Associate Degree a plus.
• 2 years contact center experience.
• Experience with WFM Tools such as Lucent CentreVu Management Software, IEX, Excel, and Access strongly preferred.
• Strong communication skills.
• Displays professional and competent demeanor and maintains confidentiality of both contact center statistics and contact center associate information.
• Receives and carries out direction from management while seeking out best practices.
• Interfaces with cross functional teams at all levels.
• Flexibility in scheduled hours. (Must be available to work at least one weekend day). 

D, E & I Mission & Culture at Agero:

We are all Change Drivers at Agero. Each day, we speak to thousands of drivers and tow professionals across one of the most diverse countries in the world. Our mission to safeguard drivers on the road, strengthen our clients’ relationships with their drivers, and support the communities we live and work in unites us together as one force driving positive change.

The road to positive change starts inside Agero. In celebrating each other’s differences, we lift each other up and create space for innovation and community. Bringing our whole selves to work powers our commitment, drive, agility, and courage - ensuring we are not only changing the landscape of the driver services industry, we also are making a difference in the lives of our customers with each call, chat, and rescue.

• Black Leaders Action Community (B.L.A.C.)
• Asian Americans and Pacific Islanders
• WERQPLACE
• LatinX
• Women Who Lead
• Accelerate

• United States: AZ, FL, NM, TN, TX, or VA.