Job Summary:
Ensures that resources are in place to handle client forecasted call volume while meeting client, internal, and financial KPI targets. This position is also responsible for supervising various administrative duties to ensure accurate reporting, reporting structures, and system access.
Responsibilities:
- Supervises and maintains training plans to ensure that adequate staffing resources are planned to handle the forecasted call volume.
- Ensuring analysts understand and comply with all call center objectives, performance standards, and policies.
- Monitoring and evaluating analysts performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
- Ensures reporting is provided to the operation team that illustrates intraday scheduled staffing versus required staffing on the forecast and monthly basis to ensure KPIs are met.
- Ensures staffing and scheduling modifications are recommended to the operation team and are executed on an intraday, daily, weekly and monthly basis to ensure KPIs are met.
- Ensures 100% adherence to all company policies and procedures (i.e. Security, Health, Safety and Quality).
- Maintains discretion and confidentiality in all areas pertaining to systems, data and proprietary information, whether internal to iQor or customer specific.
- Interprets a variety of instructions furnished in written, oral, diagram or schedule form.
- Understands and embraces the business and call center operations strategic direction.
- Performs other duties as assigned.
Skills Requirements:
- 2-3 years of work-related experience required supervisory experience (WFM setting).
- Strong Interpersonal skills.
- Strong Leadership and Development skills to manage complex role.
- Flexible to work on any shift schedule and demands of the business.
- Advance skills in Excel.
- Knowledgeable in software programming is an advantage.
- Expertise and knowledgeable in all Reporting tools and usage.
- Ability to read and interpret complex data.
Education Requirements:
Bachelor's Degree, First Degree, Trade/Vocational School certificate or Equivalent required. Degree in Business Administration or related field preferred.
