- Monitor Client Operations KPIs in real-time and take actions to ensure speedy response to customer contacts while creating a high level of visibility on performance for department and executive leadership
- Provide regular report-outs on staffing, performance and explanation of drivers impacting service level attainment (i.e. shrinkage, handle time, call volume, etc.)
- Monitor agent adherence and intervene where necessary to ensure scheduled activities are followed throughout the day
- Identify and provide feedback to relevant team members on improvement opportunities in forecasting, scheduling and operational execution
- Adjust schedules proactively to account for recent trends and changes in staffing and requirements
- Administer schedule updates in line with business needs for time off, overtime, sickness, adherence exceptions, etc.
- Create and update ad hoc reporting as needed to support planning and performance management
- Coordinate departmental response during technical outages or force majeure situations affecting service delivery
Requirements:
- Minimum 2 years’ experience in Workforce Management or similar analytical role
- Specific qualifications (education level)
- Bachelor’s degree or equivalent
- Intermediate level of expertise with Excel, including ability to use basic formulas and pivot tables for accessible reporting
- Comfortable with typical contact center and WFM tools including ACD and WFM platforms (ie IEX, Calabrio, Assembled)
- Basic understanding of Workforce Management, with emphasis in real-time analysis
- Able to manage multiple priorities on a day-to-day basis in a fast changing contact center environment
- Flexible and willing to work in dynamic start-up culture where responsibilities may change or grow as the team and processes develop
- Willing to work a set schedule within a 24/7 operation
