Real-time analyst support for WFM team providing reporting delivery to Operations. Monitor intraday volumes and agent states, identify trends and potential risks and make real time scheduling decisions.
MISSION AND CHALLENGES OF THE DEPARTMENT
- Develop and implement Customer Service inbound and outbound contact strategies.
- Ensure Call Center applications, routing, hardware and software technologies (i.e., Nice, IEX, Aspect,Verint, Genesys & AVAYA) are running as designed.
- Maximize effectiveness of technology and manpower through direct involvement in forecasting and staffing (call volume, AHT, Adherence, Shrinkage, etc.).
- Manage activities and initiatives related to the effective implementation and ongoing usage of the Workforce System (IEX)Work with key internal and external business partners to conduct root cause analysis on issues impacting Contact Center performance, and communicate findings and resolution to the leadership team and WFM.
- Troubleshoot call routing application and system related issues with team members and partners, and provide timely resolutionRequired to interact daily with the call center leaderships team through project work, presentations, defect analysis, problem solving and strategy
- Analyze real-time metrics of call-handling, talk-time and other KPI’s via Workforce Management (WFM) to determine risks to service level targets and escalate issues accordingly
- Maintain overall operational performance statistics on an interval, daily, weekly and monthly basis (Service Level, Occupancy, ASA, AHT, Adherence, etc.)
MAIN JOB REQUIREMENTS:
EDUCATION AND SPECIFIC TRAINING
SKILLS
- Excellent communication rapport-building skills.
- Strong analytical skills
- Strong ability to provide Operations Director/Managers with inputs on possible resolutions and recommendations on WFM and Reporting -related issues
- Able to take Management direction and cascade to staff
- Strong coaching skills
- Provide solutions to escalated issues and updates on account SLA concern to Operations and uppper management
- Skills required after training:
EXPERIENCE
- 1-3 years WFM experience
- Prior experience in handling a team is an advantage
- Experience with IEX scheduling will be an added advantage
PERSONAL ATTRIBUTES AND PROFICIENCIES LEVELS
- Emphatic
- Resilient
- Ability to adapt to change and adversity