Job Details
Experience Needed:
Career Level:
Education Level:
Salary:
Job Categories:
Skills And Tools:
Job Description
- Monitor intra-day volumes to ensure compliance to business needs and make real time forecasting and scheduling decisions to ensure Customer Engagement Center KPIs are met.
- Daily Reporting of all day actions and team compliance to the calls.
- Schedule off-phone activities based on staffing capacity “Breaks”
- Identify trends and potential risks that may arise throughout the day; partner with leadership to implement mitigation strategies.
- Update and maintain attendance information in the Workforce Management applications and/or other designated software as identified by leadership; ensure all employees’ hours worked are accurate.
- Assist with crafting the short-term forecasting models, including volume, productivity, non-productive time, and full time/part time staffing mix.
- Troubleshoot limited technical tasks necessary for creating and completing work schedules, coordinate with other departments, including Information Technology and Telecom, to troubleshoot more advanced technical defects. ” Any CSR has any technical issue then she must follow up on it until it is resolved.”
- Share and follow up on Queue system positives and concerns.
- Participate in monthly and/or quarterly meetings with department management to identify scheduling needs.
Job Requirements
- 2+ years call center experience “required”.
- Extensive experience in workforce management with Impact 360, Nice WFM or other workforce management applications “preferred”.
- Ability to effectively partner with business unit managers to identify and modify staffing and scheduling “needs”.
- Comprehensive knowledge of Microsoft Office Suite, Word, Excel, and PowerPoint
- Ability to perform software administration and monitor for training, time off and scheduling of agents.
- Must be team/detail-oriented and highly organized.
- Good sense of urgency - dedicated to meeting expectations and requirements.
- Exceptional customer service and interpersonal skills.
- Experience creating and maintaining work schedules in an inbound/outbound call center environment with multiple service level goals preferred.
