You will be part of the Contact Center support operations team that will work closely with internal stakeholders to drive staffing and scheduling optimization, adherence, and reporting.
You will be responsible for ensuring Service Level and KPI’s are achieved while plotting solutions for mitigation (if needed).
Successful candidates will need strong time management, the ability to work independently while prioritizing as needed with minimal supervision.
You will be collaborating with Senior Leadership and cross functionally team hence this position will be onsite.
- Oversee and monitor real-time interaction activity across all call centers.
- Ensure schedule adherence and productivity targets are achieved while proactively calling out trends and or risks.
- Make necessary staffing, workload, skilling, and resource adjustments (including outbound dialer) to ensure key metrics, targets, KPI’s are exceeded.
- Build, publish, and maintain schedules to ensure optimization across the organization.
- Review and report on staffing and scheduling trends (both) proactive and strategic.
- Monitor daily and intraday trends, (weather, attendance, technology, etc.) to ensure proper tactical staffing adjustments
- Monitor and report on agent activity, schedule adherence, and productivity while reporting daily, weekly and monthly findings.
- Ensure Contact Center tasks are up to date while reaching out to task owners for updates as needed.
- Research, analyze, identify, and evaluate data from assigned tasks to evaluate existing and potential trends and issues while recapping for leadership.
- Previous experience in collecting, reviewing, and organizing call center data.
- Research, create, document, and update comprehensive documentation, project plans and reports.
- In calibration with leadership, develop & define Workforce Management policies and procedures as needed.
- Other duties assigned by the leader.
Requirements
- Intermediate MS Excel & PowerPoint skills
- Highly analytical
- Highly attentive to detail
- Highly Motivated
- 1+ year Workforce Management experience (Realtime, Scheduling or Forecasting).
- Bilingual in Spanish preferred
Benefits
- Health
- Dental
- Vision
- 401K & Match
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