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Job Description
- Attend weekly and daily staffing review meetings with management and forecast / scheduling analysts detailing previous and current week’s performance and forecast performance of remainder of current week and next week, while also identifying risks.
- Manage intraday service level acceptable goals.
- Monitor real-time adherence to schedules for call center associates.
- Initiate escalation procedures when KPI thresholds are exceeded.
- Manage associate call-in line and update schedules to reflect accurate intraday projections.
- Recommend overtime or downtime based on day of performance
- Provide day of impact analysis for outages, staffing shortages, and other unplanned events.
- Approve real-time request for offline events.
- Communicate effectively with internal and external customers in accordance with the company’s policies, procedures, guidelines, and common practices.
- Demonstrate working knowledge and adherence to all HR & WFM policies, procedures, guidelines, and practices.
- Effectively communicate with peers and those we support in the business to ensure high quality and timely completion of work requests.
- Administration of intraday schedule changes.
- Perform other duties and assignments as directed.
- Daily Queue performance reports
- Upload daily exceptions into Aspect Tool
Job Requirements
BASIC QUALIFICATIONS
- Strong analytical and organization skills, including trend analysis.
- Ability to plan, prioritize and organize effectively.
- Strong attention to detail.
- Proficiency in Microsoft Office suite particularly with Microsoft Excel.
- Demonstrate flexibility to adapt quickly to departmental changes and conditions.
- Self-motivated with the demonstrated ability to learn and apply new information quickly, work independently, and take initiative.
- Excellent written and verbal communication skills are required
- Ability to work in a team oriented environment focused on cross training and sharing workload responsibilities.
- Ability to work outside of normal schedule with little or no notice.
PREFERRED QUALIFICATIONS
- Two years of solid call center experience or one year of workforce management experience
- 2+ years experience working with one or more workforce management systems such as EWFM or IEX
- Experience in a fast paced, high-pressure environment.
- Previous experience with ACD reporting desired
- Qualification in Excel
