Workforce Real Time Associate
Alorica
Duties & Responsibilities
• Analyze information databases, historical data, and real-time information to create recommendations to improve daily objectives within the production team.
• Monitor, maintain, and track inbound service level goals, department expectations, and employee adherence.
• Provide ad hoc reporting as needed to show adherence to scheduled events within site.
• Assist in skilling and/or provide data to Global Command Center to ensure employees are assigned correctly to the right queue or line of business.
• Collaborate with other Workforce Teams to make schedule recommendations regarding out of seat activity, VTO, and overtime.
• Perform other duties as assigned by management. Level of Supervision Required Minimal Knowledge, Skills, Abilities & Other Characteristics: • 2 year customer care and/or contact center environment experience; prior experience in operations support roles preferred.
• Prior experience with EWFM, Aspect, and IEX preferred.
• At least 1 year of Workforce Management exposure
• At least 1 year(s) of working experience in the related field is required for this position.
• Preferably 1-4 Yrs Experienced Employees specializing in Customer Service or equivalent.
Education & Experience • High School Diploma required. Bachelor’s Degree or undergraduate, with relevant work experience preferred. Duties & Responsibilities • Analyze information databases, historical data, and real-time information to create recommendations to improve daily objectives within the production team.
• Monitor, maintain, and track inbound service level goals, department expectations, and employee adherence.
• Provide ad hoc reporting as needed to show adherence to scheduled events within site.
• Assist in skilling and/or provide data to Global Command Center to ensure employees are assigned correctly to the right queue or line of business.
• Collaborate with other Workforce Teams to make schedule recommendations regarding out of seat activity, VTO, and overtime.
• Perform other duties as assigned by management. Level of Supervision Required Minimal Knowledge, Skills, Abilities & Other Characteristics: • 2 year customer care and/or contact center environment experience; prior experience in operations support roles preferred.
• Prior experience with EWFM, Aspect, and IEX preferred.
• At least 1 year of Workforce Management exposure
• At least 1 year(s) of working experience in the related field is required for this position.
• Preferably 1-4 Yrs Experienced Employees specializing in Customer Service or equivalent.
Education & Experience • High School Diploma required. Bachelor’s Degree or undergraduate, with relevant work experience preferred.
• Monitor, maintain, and track inbound service level goals, department expectations, and employee adherence.
• Provide ad hoc reporting as needed to show adherence to scheduled events within site.
• Assist in skilling and/or provide data to Global Command Center to ensure employees are assigned correctly to the right queue or line of business.
• Collaborate with other Workforce Teams to make schedule recommendations regarding out of seat activity, VTO, and overtime.
• Perform other duties as assigned by management. Level of Supervision Required Minimal Knowledge, Skills, Abilities & Other Characteristics: • 2 year customer care and/or contact center environment experience; prior experience in operations support roles preferred.
• Prior experience with EWFM, Aspect, and IEX preferred.
• At least 1 year of Workforce Management exposure
• At least 1 year(s) of working experience in the related field is required for this position.
• Preferably 1-4 Yrs Experienced Employees specializing in Customer Service or equivalent.
Education & Experience • High School Diploma required. Bachelor’s Degree or undergraduate, with relevant work experience preferred. Duties & Responsibilities • Analyze information databases, historical data, and real-time information to create recommendations to improve daily objectives within the production team.
• Monitor, maintain, and track inbound service level goals, department expectations, and employee adherence.
• Provide ad hoc reporting as needed to show adherence to scheduled events within site.
• Assist in skilling and/or provide data to Global Command Center to ensure employees are assigned correctly to the right queue or line of business.
• Collaborate with other Workforce Teams to make schedule recommendations regarding out of seat activity, VTO, and overtime.
• Perform other duties as assigned by management. Level of Supervision Required Minimal Knowledge, Skills, Abilities & Other Characteristics: • 2 year customer care and/or contact center environment experience; prior experience in operations support roles preferred.
• Prior experience with EWFM, Aspect, and IEX preferred.
• At least 1 year of Workforce Management exposure
• At least 1 year(s) of working experience in the related field is required for this position.
• Preferably 1-4 Yrs Experienced Employees specializing in Customer Service or equivalent.
Education & Experience • High School Diploma required. Bachelor’s Degree or undergraduate, with relevant work experience preferred.
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