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
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