Sony PlayStation: Workforce Management Specialist job
Posted: October 11, 2006
Post subject: Sony PlayStation: Workforce Management Specialist
Post subject: Sony PlayStation: Workforce Management Specialist
subject: Sony PlayStation: Workforce Management Specialist , Sony Computer Entertainment America
Sony Computer Entertainment America is looking for Sony PlayStation: Workforce Management Specialist
duration - Indefinite
Job details:
Sony PlayStation®: Workforce Management Specialist
Foster City, California
We are seeking a Workforce Management Specialist located in Foster City, CA. The Workforce Management Specialist provides operational support for the Foster City Call Center such as statistical analysis; forecast creation and monitoring; schedule creation and maintenance; schedule exception management and reporting; real-time service monitoring; and disaster planning preparation, and develops corrective action plans as required.
Responsibilities:
- Monitors/reports real-time schedule adherence and service level.
- Maintains and updates our workforce management systems with daily exceptions and partner profile changes.
- Ensures the accuracy and timeliness of data by working time-off, schedule change and other types of requests.
- Prepares daily, weekly, and monthly reports on team and representative performance.
- Develops strong working relationships with other groups within the SCEA CS organization to ensure efficient and effective problem solving and issue resolution.
- Assist the Service Bureau/Workforce Management Specialist with call forecasting and organizational planning.
- Acts as a back up to the Telecom Specialist and assists with routing changes in relation to center outages and maintains open communication with center Management as needed.
Skills:
- Requires one or two years of post-high school education or training.
- Excellent communication/organizational skills.
- One to two years of experience.
- The ability to gather data, analyze trends and make appropriate recommendations on improvements surrounding Call Center key performance indicators.
- Control and understand changes in workforce infrastructure such as new hire classes, meetings, coaching and PTO. Requires planning, analysis, creating reports and executing solutions. May be responsible for monthly agent statistical reports.
- Create schedules for the different teams within Consumer Services, which will require the individual to review daily phone stats, track and document staffing patterns, analyze both real-time and historical data, and administer shift bids.
- Individual will also need to assist the Consumer Affairs Manager with several tasks related to new hire classes: scheduling of co-piloting, seating assignments, supervisor assignments, and adding agents to the CMS system.
- Must establish solid relationships and work in conjunction with business leaders and IT to execute the most effective staffing and scheduling plan on an ongoing basis. Accountable for ensuring the various customer service performance objectives are met for the center.
For confidential consideration, please submit resumes via our website and reference jobcode: #AY10753.
Submit resume at:
www.us.playstation.com/jobs
Sony Computer Entertainment America
Principals only please. An EEO.
Location: Foster City, California, United States
_________________
CG jobs
3d modeling jobs
Sony Computer Entertainment America is looking for Sony PlayStation: Workforce Management Specialist
duration - Indefinite
Job details:
Sony PlayStation®: Workforce Management Specialist
Foster City, California
We are seeking a Workforce Management Specialist located in Foster City, CA. The Workforce Management Specialist provides operational support for the Foster City Call Center such as statistical analysis; forecast creation and monitoring; schedule creation and maintenance; schedule exception management and reporting; real-time service monitoring; and disaster planning preparation, and develops corrective action plans as required.
Responsibilities:
- Monitors/reports real-time schedule adherence and service level.
- Maintains and updates our workforce management systems with daily exceptions and partner profile changes.
- Ensures the accuracy and timeliness of data by working time-off, schedule change and other types of requests.
- Prepares daily, weekly, and monthly reports on team and representative performance.
- Develops strong working relationships with other groups within the SCEA CS organization to ensure efficient and effective problem solving and issue resolution.
- Assist the Service Bureau/Workforce Management Specialist with call forecasting and organizational planning.
- Acts as a back up to the Telecom Specialist and assists with routing changes in relation to center outages and maintains open communication with center Management as needed.
Skills:
- Requires one or two years of post-high school education or training.
- Excellent communication/organizational skills.
- One to two years of experience.
- The ability to gather data, analyze trends and make appropriate recommendations on improvements surrounding Call Center key performance indicators.
- Control and understand changes in workforce infrastructure such as new hire classes, meetings, coaching and PTO. Requires planning, analysis, creating reports and executing solutions. May be responsible for monthly agent statistical reports.
- Create schedules for the different teams within Consumer Services, which will require the individual to review daily phone stats, track and document staffing patterns, analyze both real-time and historical data, and administer shift bids.
- Individual will also need to assist the Consumer Affairs Manager with several tasks related to new hire classes: scheduling of co-piloting, seating assignments, supervisor assignments, and adding agents to the CMS system.
- Must establish solid relationships and work in conjunction with business leaders and IT to execute the most effective staffing and scheduling plan on an ongoing basis. Accountable for ensuring the various customer service performance objectives are met for the center.
For confidential consideration, please submit resumes via our website and reference jobcode: #AY10753.
Submit resume at:
www.us.playstation.com/jobs
Sony Computer Entertainment America
Principals only please. An EEO.
Location: Foster City, California, United States
_________________
CG jobs
3d modeling jobs