Performs continual analysis of current performance, noting recent historical trends and conducts real-time re-forecasting. Makes recommendations for adjustments in staffing plans in coordination with the workforce management team to achieve service level goals and business objectives. Identifies call trends, documents and reports out findings to senior leadership. Identifies and responds immediately when service level concerns arise. Must be able determine severity of the issue and respond accordingly.
Essential Functions:
- Responsible for performing intra-day performance analysis of call volume, absenteeism, AHT and SVL for prior day, current day, and future days.
- Performs continual analysis of current performance (noting recent historical trends) and conducts real-time re-forecasting to make recommendations for adjustments in staffing plans in coordination with the workforce management team to achieve service level goals and business objectives. Identifies call trends, documents and reports out findings to senior leadership.
- Responsible for documenting region-specific events impacting forecasting and scheduling are escalated to the workforce management team (i.e. call volume, email, TTY, language line and other contact center activities). Reviews forecast to ensure event drivers are captured.
- Creates daily communication to send to regional center management advising of current day events.
- Validate that contact center phone numbers, TTY and language lines operational daily.
Qualifications:
Basic Qualifications:
- Bachelors degree or equivalent work experience.
- 4 or more years in a workforce management multi site contact center role.
- Must have excellent communication skills, strong organizational skills and the ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail.
- Knowledge of queuing theories and workforce forecasting and scheduling (eg; eWFM, Verint/Blue Pumpkin), computer telephony integration (CTI), interactive voice response (IVR) units, and automatic call distribution (ACD).
- Experience using mainframe or personal computers and Microsoft Office applications.
- Highly collaborative individual with ability to influence others and build strong professional relationships.
- Performs other related duties and assignments as required and as assigned by their Manager.
- Ability to travel up to 15%.
Preferred Qualifications:
- Bachelors degree.
- 4 or more years in a workforce management multi site contact center role and previous management experience.
External hires must pass a background check/drug screen.
We are proud to be an equal opportunity/affirmative action employer.