Description

This position is responsible for proactively monitoring, managing, and communicating intraday contact center performance, understanding intraday staffing needs, and making proactive staffing adjustments based on contact volumes in an omni-channel, hypergrowth environment. Also includes generation of agent work schedules and mid-range scheduling/planning tasks. 

Key Responsibilities:

  • Monitors and responds to Real Time Adherence (RTA), queue activity, and service levels
  • Analyzes intraday and historical performance to respond/plan appropriately in order to achieve operational service goals
  • Identify volume trends and averages on an intraday, weekly, monthly, etc. basis
  • Establish and maintain communications channels regarding events that impact contact center performance and workload
  • Communicate and recommend necessary adjustments to staffing based on changing/ dynamic forecasts
  • Generate agent work schedules on a regular basis; maximize schedule efficiency and provide a variety of creative schedule options that meet the business needs
  • Collaborate with internal customers- other teams, departments, and contact center staff to identify opportunities for improvement of resource utilization and to achieve service goals
  • Monitor trends and develop reporting on agent behavior or other ad hoc analyses
  • Maintain a high quality of work Accurately process intraday schedule exceptions, time off requests, and call-ins within established turnaround times
  • Assists Supervisors and WFM staff in a broad range of assignments and projects

Requirements:

  • Strong analytical, communication, and organizational skills
  • Expert with WFM software (Playvox, Calabrio, NICE, Verint, or other)
  • Knowledgeable of the Google Suite of applications
  • Works well with frequent interruptions, deadlines, creative thinking, handling multiple projects simultaneously, and making decisions based on incomplete information.
  • Maintains positive interactions with internal management, staff, and BPO partners.
  • Works well with minimal supervision and with some latitude for self-directed action.
  • Professional verbal, written, and remote communication skills.

Basic Qualifications:

  • High School Diploma or GED
  • Minimum 1 year experience in a WFM or WFM related role
  • Experience working in Amazon Connect, Live Person, Playvox

Other Requirements:

  • Analytical and data-driven decision-maker
  • Team player, works well with remote teammates and remote supervision
  • Works well with frequent interruptions, deadlines, creative thinking, handling multiple projects simultaneously, and making decisions based on incomplete information
  • Excellent written and verbal communications skills
  • Works well with minimal supervision and with some latitude for self-directed action
  • Demonstrates reliability and strong customer service skills

Location