Job Description

Position is responsible for proactively monitoring, managing, and communicating intraday contact center performance in support of contractual obligations and organizational goals for multiple clients, campaigns, products and sites.  Also includes generation of agent work schedules and mid-range scheduling/planning tasks.  Reports to Workforce Management Supervisor(s).

Key Responsibilities:

Monitors and responds to Real Time Adherence (RTA), queue activity, and service levels

Analyzes intraday and historical performance to respond/plan appropriately in order to achieve operational service goals

Identify call volume trends and averages on an intraday, weekly, monthly, etc. basis

Establish and maintain communications channels regarding events that impact contact center performance and workload

Communicate necessary adjustments to staffing based on changing/dynamic forecasts

Generate agent work schedules on a regular basis; maximize schedule efficiency and provide a variety of creative schedule options

Collaborate with internal customers- other teams, departments, and contact center staff to identify opportunities for improvement of resource utilization and to achieve service goals

Maintain a high quality of work-  Accurately process intraday schedule exceptions, time off requests, and call-ins within established turnaround times

Assists Supervisor and WFM staff in a broad range of assignments and projects

  Basic Qualifications:

High School Diploma or GED

Minimum 2 years' experience in a contact center

Minimum 1 year experience in a WFM or WFM related role

Entry level skills in MS Office (Excel, Word, Outlook)

Other Requirements:

Strong analytical, communication and organizational skills

Knowledgeable of Microsoft Office applications, particularly Excel

Works well with frequent interruptions, deadlines, creative thinking, handling multiple projects simultaneously, and making decisions based on incomplete information

Maintains positive interactions with internal management and staff

Works well with minimal supervision and with some latitude for self-directed action

Professional verbal, written, and remote communication skills

Team player, works well with remote teammates and remote supervision

Demonstrates reliability and strong customer service skills

Preferred Qualifications:

Associate's degree or equivalent experience

Experience with any of the following is a plus: InContact, IEX, NICE

Intermediate level skills in Microsoft Office (Excel, Word, Outlook)

SQL Server experience