This role is responsible for the daily efforts to provide a great customer and employee experience by effectively delivering intraday management with the purpose of optimizing resources to achieve business objectives. Key functional responsibility includes the ability to demonstrate a strong understanding of how staffing and skilling requirements translate to the creation of optimal schedules and intraday management to support multi-department contact center operations. The ability to make quick data-driven solutions to constantly changing environments will be crucial to the success of this role.
Provide real-time monitoring via available tools (CXone, IEX , etc.) and workforce management techniques to make intra-day adjustments to maximize resource efficiency and achieve service level goals / business objectives.
Maintain constant communication with Operations teams and vendors to coordinate needed staffing adjustments based on current and forecasted results.
Evaluates staff schedules and ensures data updates into scheduling system for the current week.
Provide daily/intra-day performance reports to leadership.
Compares results to forecast and identify opportunities for improvement.
Maintains ACD skilling and prioritization and volume balancing across all contact center resources
Generate ad-hoc reports as needed
Manages current week time off administration
Gathers, analyzes and summarizes data from multiple sources in support of disseminating meaningful workforce data and metrics.
Administers overtime and voluntary time off opportunities to support service goals and optimize financial outcomes.
Mentor and train current and new team members
Develop processes to enhance the overall efficiency of the department
Responds to tickets/issues in a timely manner outlined by internal service level thresholds
Other duties as assigned.
Education & Experience:
3-5 years of experience in Call Center Workforce Management
Bachelor's Degree in Business, Finance or related preferred
Skills & Abilities:
Prior call center experience required.
Proficient with Microsoft Office suite of products
Experience with Workforce Management Systems preferred
Comfortable learning new systems
Excellent oral and written communication skills.
Problem solving skills.
Attention to detail and accuracy.
Strong organizational skills
Analytical skills
Ability to successfully multitask and prioritize tasks.
Other Requirements:
Infrequent travel under 10% annually
Occasionally lifts up to 25 pounds
Ability to work overtime
Prolonged periods of sitting at a desk and working on a computer