Summary of Job
Maximize agent productivity by providing issue resolution to the individual agent; coordinate with training and HR team for onboarding and offboarding activities. Responsible for the intra-day timeline reporting to the Call Center Management; work closely with the team to analyze and improve the performance. Provide advanced level of RTA support. Partner with department management throughout the enterprise to ensure the appropriate number of Call Center resources at the right time and the right place to maximize the best-in-class customer service experience.

Responsibilities

• Support Manager, Workforce Engagement to identify schedule gap, out of adherence activities, provide approval of PTO, and support over Intra-day resources allocation decisions.
• Adjust intraday forecasts derived from attendance report, business drivers to determine required staffing levels by projecting call volumes, call duration and required staffing levels using current trends and historical data.
• Support real time queue monitoring for the Emblem, CCI, and ACPNY line of business, etc. Perform agent / agent group skill adjustment when necessary.
• Produce attendance, intra-day reporting including the End of Day and Agent Out of Adherence reporting. Incorporate vendor’s data to create additional insights.
• Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.
• Support Performance Management – Site level Dashboard, Agent Scorecard creation, and new initiatives.
• Monitor / coordinate regular morning team huddles, Supervisor 1 on 1 meetings.
• Provide / assist Supervisor teams on the site level communications to the agent / Supervisor teams.
• Manage and track the issue resolution, escalate system level outage and provide quick resolutions to the operations.
• Collaborate with training team and / or HR to provide a better onboarding experience. Track offboarding activities.

Qualifications

• Bachelor’s Degree in Business Management or related
• 3 – 5+ years’ Call Center experience in workforce management function (Required)
• 1+ year experience working with Verint, Genesys WFO or another workforce management systems (Required)
• 1+ year experience with ACD / IVR Reporting (Required)
• Additional experience/specialized training may be considered in lieu of educational requirements (Required
• Help desk experience (Preferred)
• Call Center Supervisory / Management experience (Preferred)
• Ability to create reports in Excel using formulas - vlookup, count, sum, etc., graphs, and other tools (Required)
• Proficient with MSOffice - Word, Excel, Access, PowerPoint, Outlook, SharePoint with advanced Excel skills (Required)
• Ability to effectively organize and manage multiple task/projects with conflicting priority levels and deadlines (Required)
• Ability to perform research and utilize technical/statistical/policy & procedure knowledge to identify and solve problems (Required)
• Ability to work successfully in a team environment, while maintaining strong individual performance (Required)
• Excellent customer service skills, with a commitment to seeing tasks through to completion (Required)

Additional Information

• Requisition ID: 1000002612
• Hiring Range: $56,160-$99,360

• Support Manager, Workforce Engagement to identify schedule gap, out of adherence activities, provide approval of PTO, and support over Intra-day resources allocation decisions.
• Adjust intraday forecasts derived from attendance report, business drivers to determine required staffing levels by projecting call volumes, call duration and required staffing levels using current trends and historical data.
• Support real time queue monitoring for the Emblem, CCI, and ACPNY line of business, etc. Perform agent / agent group skill adjustment when necessary.
• Produce attendance, intra-day reporting including the End of Day and Agent Out of Adherence reporting. Incorporate vendor’s data to create additional insights.
• Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.
• Support Performance Management – Site level Dashboard, Agent Scorecard creation, and new initiatives.
• Monitor / coordinate regular morning team huddles, Supervisor 1 on 1 meetings.
• Provide / assist Supervisor teams on the site level communications to the agent / Supervisor teams.
• Manage and track the issue resolution, escalate system level outage and provide quick resolutions to the operations.
• Collaborate with training team and / or HR to provide a better onboarding experience. Track offboarding activities