Responsibilities
- Lead Real time team to ensure daily SL’s are achieved
- Analyze interval performance and monitor offline activities (coaching, trainings, team meetings, etc).
- Monitor email boxes, make updates in Verint schedules, respond and file into the appropriate folders. Updating adherence adjustments as appropriate
- Perform daily team adjustments audits that may have been missed from the previous day.
- Pull and send real time reports and other adhoc reports as requested.
- Communicate with workforce management teams, including partner sites, to provide guidance for real-time operational management
- Train new hires and educate end users on processes and tools
- Partner with Forecasting Team to ensure PTO Calendar Allotments are correct
- Partner with Forecasting Team on shift bids and overall schedule management.
- Partner with team to proactively identify workforce management related improvement opportunities and drive relevant initiatives.
- Analyze volume and trends to determine real time staffing adjustments
- Work with Help Desk and internal IT partners to open technical issue tickets and triage as needed
- Identify critical intervals, gaps and potential solutions to ensure sufficient staffing and coverage
- Partner with internal and external resources to maximum staffing effectiveness
Qualifications
- Prior experience leading Real-Time workforce management, contact center operations required.
- Working knowledge of Verint WFM solution required.
- Demonstrated communication skills and techniques within a fast-paced corporate environment
- Ability to handle multiple projects and deadlines without sacrificing professionalism.
- Ability to build and maintain relationships while leading critical business projects
- Strong judgment and comfort with ambiguity
- Strong PC skills required (Excel, Access, PowerPoint, Word)
- Competitive and entrepreneurial spirit with the ability to work under minimal guidance
- Willingness to manage and be the front face of the team
- Knowledge of call routing a plus
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