JOB REQUIREMENTS:

• High school diploma or GED required; some college preferred.
• 1-3 years of experience in a real-time workforce management role within a call center environment.
• Previous experience with InContact or other WFM (Workforce Management) and ACD (Automatic Call Distribution) systems is preferred.
• Advanced MS Office knowledge, including Excel and Access.
• Ability to balance and blend resources across multiple product lines and call centers to optimize performance.
• Strong analytical and problem-solving skills with the ability to develop creative solutions to workforce constraints.
• Demonstrable business acumen and the ability to make decisions that support commercial goals and operational efficiency.
• Experience with WFM tools and scheduling software is highly preferred.

EXPERIENCE AND/OR EDUCATION

• Intermediate to advanced proficiency in Excel for data analysis and reporting.
• Intermediate understanding of call center analytics and key performance indicators (KPIs).
• Adaptability and quick decision-making in response to changes in call volumes and agent availability.

KEY SKILLS:

• Ability to analyze moderate-to-complex situations, making informed decisions based on various factors, including trends and data insights.
• Exercises judgment within established procedures to take appropriate actions when needed.
• Ability to build and maintain productive working relationships with internal and external teams.
• Applies previous real-time management experience to troubleshoot and resolve issues quickly and efficiently.
• Takes initiative in executing real-time strategies, leveraging industry knowledge to optimize team performance.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Responsibilities:

• Real-Time Monitoring & Adjustments: Utilize previous RTM experience to monitor queues and skill sets, making real-time adjustments to call, email, and chat allocations based on ongoing trends and call center needs.
• Downtime & Telephony Management: Proactively identify and resolve downtime or telephony issues in collaboration with NOC, Operations, and Remote Centers.
• Backlog Management: Adjust resources based on backlog and real-time trends to maintain service level goals.
• Agent Adherence: Ensure agents adhere to their schedules using real-time tools and systems. Manage any schedule changes as needed.
• Performance Updates: Provide regular performance updates and reports, analyzing key metrics such as AHT, ACW, Schedule Adherence, and service levels, among others.
• Collaboration: Work with internal teams to resolve issues and streamline real-time workforce processes.

OTHER DUTIES:

This job description is not intended to be a comprehensive list of all duties and responsibilities. The company reserves the right to revise the job description or assign different tasks as necessary.