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Job Description
- Monitor intraday performance of call volume and staffing levels across multiple locations, to ensure ongoing service performance is maintained, identifying and responding to periods which require remediation tactics (e.g. adjusting schedules, canceling offline activates, posting extra hours).
- Monitor, record, and escalate real-time schedule adherence impacts; including tardiness, absenteeism, and other schedule deviations.
- Adjust routing schemes and realign resources to optimize coverage and service based on skill set and priority, across multiple sites.
- Recognize and initiate escalation process for systems outages and submit problem tickets to the help desk, and initiate appropriate tactics to ensure service levels are maintained.
- Communicate effectively with internal and external customers in accordance with the company’s policies, procedures, guidelines, and common practices
- Provide feedback, analysis and reporting of relevant trends, such as: call performance stats, call arrival patterns, staff productivity, attrition rates and resource allocation.
- Perform other duties and assignments as directed
Job Requirements
- Bachelor’s Degree in a quantitative field (engineering, economics, math, statistics)
- Experience building and analyzing models.
- Proven planning and time management skills with the ability to deal with multiple demands on time and deal with ambiguity.
- Demonstrated analytical, problem solving and decision making skills that foster developing creative solutions.
- MS Excel and/or MS Access skills required
