Role Purpose
Oversee site/center staffing strategy and tactical implementation through management of scheduling, real time call routing, real-time staffing, and real-time business continuity process to ensure adequate coverage. Work closely with site leadership/department supporting the management team to ensure teamwork and communication lead to successfully meeting operational, revenue, and service level targets.
Key Accountabilities
- Provide analytical insights and recommendations from the Workforce Management Reports and establish trends in forecast vs actual call volume and AHT as well as trends in Absenteeism, Unaccountable Shrink and Agent States.
- Develop executive-level presentation for strategy and transformation initiatives, operational reviews, business unit reviews.
- Transform the role of Workforce Management from a decision support role to decision guidance through proactive data management, analysis, and ideation.
- Influence key stakeholders and drive accountability to the agreed upon plans / projects.
- Collaborate with operational leaders in reviewing actual department performance against target, determine root cause of service level issues and staffing gaps, then identify action items and process improvement plans that can be made and implemented. Communicate said changes to managers.
- Partner with leadership teams in creating/improving tier action plans during peak and non-peak seasons with limited cost to the company whilst protecting service levels and mitigating percent calls abandon.
- Analyze trends and provide recommendations to Global Planning regarding additional staffing needs to drive efficiency and closely coordinate with Recruitment and Training Teams on recruitment pool, training and training room availability.
- Improve efficiency and effectiveness of real time monitoring by driving strategies including but not limited to shrinkage utilization, as well as partner with operations to drive positive agent behaviors especially around call handling. Create and implement efficiency reports that would drive optimal performance amongst agents.
- Review quarter schedules and provide insights to Global Workforce and operational teams to optimize staffing and improve schedule efficiency.
- Collaborate with stakeholders in delivering and improving payroll processes and incentive reports.
- Coach and develop team members. Act as an advisor to staff to help meet established schedules and/or resolve technical or operational problems.
- Meet strict deadlines, manage multiple requests simultaneously while working in a fast paced and team-oriented environment.
Key Skills & Experiences
Education -
- Bachelor’s Degree in a business related field or equivalent experience in planning, statistical analysis, and problem solving
Experience –
- 4 – 6 years business experience with experience in call center operations, forecasting and planning, data analysis and problem solving, and in supervising others, 2-3 years of Supervisory or team leader experience.
Technical Skills or knowledge
- Knowledge and understanding of call center methodology which must include a strong understanding of Workforce Management principles and Genesys WFM or other staffing/contact routing software.
- Excellent computer skills and emphasis in MS Excel and database programs.
- Strong analysis skills and experience with problem solving.
- Basic understanding of telecommunications to include terminology, definitions, telecom cost structure, and ACD reporting.
- Detail oriented and exemplary accurate with work.
- Strong communication skills with peers and management.
PHYSICAL REQUIREMENTS
- Capable to perform work in a normal office environment (contact center) and remotely (work from home).