Roles & Responsibilities:
Partner with Site Operations, Training, Forecasting to reach SVL goals
Report, monitor, track and analyze SVL performance, including future projected performance - pull levers for SVL management & engage management, including determining overtime needs and off phone activity
Evaluate and analyze historical trends to make strategic/tactical operations plans related to staffing needs
Partner with leadership team to provide continuous improvement of department process/procedures
Monitor real-time performance statistics, adding/adjusting schedules to secure staffing requirements
Lead and participate in workforce management meetings as needed
Identify/research service level risks based on forecasts for problem resolution and management notification
Analyze interval forecasted call volume to create optimal schedules to meet interval staffing level objectives
Develop and maintain schedules for all events (adjustment, training, meetings, etc)
Answer emails from managers/leads/agents and adjust schedules as needed
Ensure the accuracy/timeliness of segment entry requests and skill changes. Schedule, communicate, and process off-phone events such as team meetings, training, etc
Develop and monitor internal control reports to identify/correct processing errors
Provide mentoring to peers/new hires
Provide process education to leadership when appropriate
Complete and communicate group allowance reviews and updates
Ability to advance to a leadership role within 12-18 months
Essential Skills Required:
Advanced knowledge of Call Center Operations and Workforce Management
Advanced knowledge of Contact/Call Center metrics
Strength in quantitative analysis, critical thinking, problem solving and innovation
Able to creatively solve problems through critical thinking
Comfortable with ever-changing business environment and changing job priorities
Highly detail oriented, ability to work on multiple projects/tasks simultaneously, manage time and prioritize tasks to complete a project
Must be flexible with work schedule to accommodate business needs
Ability to adapt quickly to change - strong change management
Ability to work in a consistently fast paced environment
Excellent follow-ups skills
Must be able to work independently and in a group environment
Strong skills in Microsoft Office products (Excel, Work, PowerPoint etc)
Experience with collaboration, communication and presentation skills required
Qualifications:
2+ years or more experience in working in a large call center or similar environment
3-5 years- experience processing, forecasting, staffing and scheduling required
Basic skills with Analytical/Data Mining Systems (i.e., Tableau, SQL) preferred
Experience with collaboration, communication and presentation skills required
Basic knowledge of telephony/call routing and workforce platforms
Strong understanding of cross-LOB Workforce Management practices
General understanding of Project Management best practices
3-5 years experiencing using Aspect, eWFM, Avaya CMS or equivalent WFM Scheduling tools
College degree or similar work experience preferred
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