Main Objectives and Duties
- Schedule Generation and staffing analysis
- Uses workforce management software and call volume history to help manage intra-day staffing levels.
- Ensures that call center resources are scheduled and utilized to provide optimum service levels in all skill groups.
- Identifies and coordinates training needs (dates and time) for the training strategies to meet the call arrival patterns and creates minimal
variance in associate occupancy (workload) rate.
○ Analyzes call center staffing, metrics and performance to ensure proper staffing and scheduling commensurate with service level goals on an interval,
daily, weekly and monthly level.
- Facilitates Staffing Calls
- Prepares intraday staffing call analysis report
- Proposes schedule changes to address staffing needs
- Addresses and provides possible solutions to any concerns and requests by Operations Partners.
- Ensures minutes of the call is sent out to all participants.
- Schedule Management
- Publishes schedules from the finalized shift bids
- Updates all valid schedule requests
- Ensures all agents have correct number of hours and rest days
- Sends out notification to email concerns of the initial and finalized schedules.
- Creates report/tracker of any late approved and requests for documentation
- Creates monthly shift bids and distributes to Operations
- Makes sure shift patterns aligned with forecast/sale trends of respective accounts/clients.
- Workforce Scheduling Tool Utilization and Maintenance
- Ensures all schedules are run through the scheduling tool
- Creates intraday analysis and simulations on the schedules plotted on the tool
- Updates schedules to ensure proper staffing
- Ensures that Workforce scheduling data is aligned in published schedules on all media.
- Trend Analysis
- Uses workforce management software and call volume history to help manage intra-day staffing levels.
- Recognize/interprets trends and analyze intraday call forecasts and communicate to management team provide commentary to assist supervisors and
managers in meeting daily/weekly goals.
Competencies
- Conducts analysis on anomalies within the business as well as future new products/services to determine impacts on the business and provide recommendations to minimize any negative impacts on the customer.
- Manage Agent Leaves
- Computes staffing percentages to identify correct VL allocation per day w/o compromising expected revenue numbers.
- Coordinates and projects shrinkage expectations
- Identifies correct VL allocation per group
- Sends out list of VL approval to operations team
- Avaya Skill Set Audit
- Audits skill sets for all agents that access CMS
- Ensures correct skill set sand priorities are assigned to all agents
- Makes discrepancy report on skill set
- Requests correction to CMS Admin
- Assists Real-time team on skilling concerns
- Maintains documentation and workflow for IVR routing, telephony routing, and agent skilling providing efficiency changes as identified
- Research, recommend, and assist with the implementation of call center technology.
- Bachelor's Degree in Business Administration, Accounting, Finance, or Math or relevant work experience,
- (2-4 years) considered an acceptable substitute for the education requirement.
- Experience working with different Scheduling software (Eg. Verint, eWFM, IEX, Genesys)
- Other Skills and Experiences (Min)
Documentation and Reports
Data Collection, Integrity and Analysis
Critical Thinking
Workforce Management
Problem Solving
