Basic Functions
- Generates schedules accordingly to meet the business requirements enabling superior customer service
- Adjusts the schedules accordingly based on the actual scenarios and provide overtime requirements/voluntary time off to ensure efficient and effective staffing
- Monitors the queue real-time while tracking, documenting and communicating agent activity on multiple lines of businesses
Prepares and publishes the Intraday and other relevant reports while ensuring accuracy and timeliness of data
Essential Functions
- Regularly performs volume and performance analysis and proactively communicate possible impacts to business
- Supports management with all necessary reports and planning models to facilitate the process of decision making
- Monitors actual activities and compare it to plan and make recommendations for immediate changes
- Staff the appropriate number of agents at the proper time based on recent/historical capacity drivers
- Ensures that pre-planned activities are being scheduled in advance and communicated effectively
- Adjusts the schedules accordingly based on the actual scenarios and provide overtime requirements/voluntary time off to ensure efficient and effective staffing
- Ensures adherence to schedules and raises alerts in a timely manner in case of deviations
- Optimizes the schedules and makes real-time adjustments on breaks and lunches based on the actual staffing
- Executes skill change and reallocation requests and initiatives
- Provides recommendations in case of understaffing/overstaffing
- Act as first point of contact for any escalations, outages, system issues or any other production impacting situations
Maintains confidentiality relative to the organizational strategies, objectives and practices
Technical Skills
- Verint / eGain / IEX Nice WFM
- CMS Avaya Supervisor
- Microsoft Excel
Requirements
- Candidate must possess at least a Bachelor's/College Degree
- 3 years minimum experience in Workforce Management
- Excellent skills in scheduling and real-time time management a must
- Strong organizational skills to ensure critical timelines are met
- Accuracy and attention to details a must in this role
- Detail oriented with ability to deliver project deliverables with little supervision
- Excellent written, verbal and e-mail skills, with the ability to interface effectively with individuals at various levels
- Ability to effectively prioritize workload in a fast paced, real-time and frequently changing environment while remaining detailed and organized
- Demonstrate analytical, organizational, problem solving and creative thinking skills
- Respond positively to change, embracing and using new practices or values to accomplish goals and solve problems
- Flexible and willing to work in shift schedules
