Monitors real-time and/or intraday agent resources within the Contact Center Shared Services to ensure the correct number of staff are in available to answer forecasted volume of incoming calls at all times. Works under general supervision.
Responsibilities
Coordinates appropriate staffing allocation and availability of call center staff in order to achieve service level objectives.Monitors individual queues and phone campaigns to ensure optimal staffing levels.Adjusts intraday forecasts based on call volume projections, call duration, current trends, and historical data; adjusts staffing accordingly.Administers volume contingency rapid action plans as deemed necessary and appropriate.Runs and analyzes system queries and reports; make recommendations to adjust staffing levels to meet departmental productivity and profitability goals.Facilitates real-time discussions with necessary stakeholders regarding issues such as long holds, after call work or adequate coverage at all times.Completes root-cause analysis to determine and quantify reasons for forecast variance; recommends changes to enhance forecast accuracy and effectiveness.Maintains inventory of agent skills.Identifies scheduling gaps and communicates findings to management.Enters daily exceptions requests, updates schedules and responds to escalated issues and ad-hoc requests.Participates in the integration and implementation of new call center technologies.Performs other duties and participates in special projects as assigned.
Qualifications
Education: Associates degree in business, mathematics, statistics or the equivalent work experience required.
Experience: Minimum of one year experience in Work Force Management, preferably in a multi-channel call center, required. Demonstrated knowledge and utilization of Automatic Call Distribution (ACD) technology required. Experience with forecasting/scheduling software required. Experience with Five9 and Verint preferred. Proficiency with Excel required. Knowledge of Access preferred. Demonstrated creative problem solver with focus on details, accuracy, and quality required. Ability to work independently and multi-task required.