Job Details
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Job Description
Role and Responsibilities:
- Monitor Real Time adherence/staffing, call statistics and communicate with management team to ensure on/off phone activity is managed efficiently throughout the day.]
- Monitoring of sick line, tardiness, PTO, etc & entering Real Time exceptions into scheduling software (absences, tardiness, meetings, projects, coaching, overtime, etc...)
- Monitor program key performance indicators and adherence to goals on an interval, daily, weekly and monthly basis (service level, occupancy, Abandonment, ASA, AHT, etc).
- Generate & communicate off phone activity reports, staffing issues, performance measures & call statistics to appropriate members of management.
- Monitor intra-day call volume and staffing to ensure call volume is compliance to forecast agreements
- Coordinate with off-site and/or offshore teams to ensure consistent flow of communication with call center site and support assets (WFM, scheduling)
- Demonstrates professional behavior, teamwork, punctual, dependable, & adheres to company policies & procedures
- Accepts other duties as assigned
Job Requirements
- 2+ years of WFM experience in a multi-channel call center Excellent business analysis, communication, and documentation skills
- Extremely proficient in contact center specific Workforce Management concepts and tools, specifically IEX Workforce Management Solution and Avaya CMS
- Ability to communicate effectively both orally and in writing with internal and external customers
- In-depth familiarity with contact center operations is essential
- Experience with workforce management tools (e.g. Blue Pumpkin, Verint, Aspect, IEX) environment
Soft Skills:
- Advanced knowledge of PCs and related software such as Excel and Word
- Ability to deliver results in a fast-paced and dynamic environment
- Ability to present a professional image and demeanor to internal and external customers
