Job Purpose
Responsible for real time and/or intraday management of resources to ensure the correct number of agents at the right times are in their seats to answer an accurately forecasted volume of calls at the desired service level. To work as part of a greater WFM team and ensure that all functions performed/services provided are in line with the overall WFM strategy.
Essential Functions
- Assists in Training New Team Members
- Works with RTA Supervisors and Managers to complete projects and work with RTA analysts to complete adhoc requests
- Serves as an initial point of contact for RTAs in the absence of RTA leadership
- Serves as a Subject Matter expert for Skilling and Real time Monitoring
- Monitors and manages phone and back office performance by analyzing real time volume and team member performance
- Monitors and manages workload distribution by adjusting team member skilling within the center
- Utilizes intraday forecasting tools to assist with analyzing real time staffing requirements to prioritize and meet service objectives
- Partners with leadership to update team member schedules for requested exceptions post schedule publication
- Adjusts team member activities (e.g. breaks, lunches, meetings, etc.) to minimize service level deviations
- Approves Wish List requests during over-staffed intervals and shifts resources or requests extended hours for under-staffed intervals
POSITION QUALIFICATIONS Competency Statement(s)
- Analytical Skills - Ability to use thinking and reasoning to solve a problem
- Communication, Oral - Ability to communicate effectively with others using the spoken word
- Communication, Written - Ability to communicate in writing clearly and concisely
- Customer Oriented - Ability to take care of the customers needs while following company procedures.
- Decision Making - Ability to make critical decisions while following company procedures.
- Interpersonal - Ability to get along well with a variety of personalities and individuals.
- Management Skills - Ability to organize and direct oneself and effectively supervise others.
- Problem Solving -- Ability to find a solution for or to deal proactively with work-related problems
- Relationship Building - Ability to effectively build relationships with customers and co-workers
- Working Under Pressure - Ability to complete assigned tasks under stressful situations
Education
- High School diploma or equivalent required, Bachelor's degree preferred
Experience
- Minimum 2 years experience in demand forecasting/modeling, scheduling, or real-time analysis in a call center environment (multi-site preferred).
- RTA/NCC experience at ModivCare preferred
- Prior experience working with a WFM software solution (e.g., Verint, IEX, Nice, Aspect)
- Proficient in Excel.
- Functional knowledge of Five9 or similar call management system(s)
- Functional knowledge of Call Center agent workflow/routing (skilling and leveling) preferred.
