Assurant
specialty insurance • extended service products and related services • renters insurance • lender-placed homeowners insurance • flood insurance
10,000+
💰 Post-IPO Debt on 2023-02
Workforce Agent Administrator
4 days ago
Assurant
specialty insurance • extended service products and related services • renters insurance • lender-placed homeowners insurance • flood insurance
10,000+
💰 Post-IPO Debt on 2023-02
Description
• 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.