Proactively monitors service levels, efficiency and execute plans that will improve service deficiencies as they relate to volume, average handle time or forecast.
Must have knowledge of what is taking place in the business the day before the event occurs, such as training or any offline activities that may impact the contact centers ability to handle the forecast.
Determine an acceptable range, if any, for service levels goals to fluctuate before an action plan is implemented.
Intra-Day Performance manage forecast to actual by 30 minutes, in order to meet service levels and efficiency.
Provides hourly communication on all aspects of the contact center performance.
Utilize IDP's to determine variances to forecast, AHT and staffing.
Documents any actions taken or issues impacting performance.
Queue Monitoring Monitors site performance to ensure service levels metrics are met and are not negatively impacting other metrics.
Reviews hold time and availability, request skill changes as appropriate to ensure queues do not jeopardize customers' satisfaction.
Requests allocation or skill addition, Analyzes IDP's throughout the day to determine if service levels goals are in jeopardy.
Implements escalation procedures when determination is made that the enterprise os specific business segments are in jeopardy.
Real Time Adherence Oversees minute by minute contact center queue management.
Oversees adherence per interval
Prioritize time sensitive communications.
Notification of RTA exceptions is required to quickly impact adherence issues.
Review RTA and continually reassess based on contact center events.
Monitor performance to ensure service level metrics are not jeopardized due to lack of adherence.
Identifies improvement opportunities and implement solutions to improve site productivity Queue Management Performs skill changes when thresholds / efficiency / service levels are in jeopardy.
Coordinates with NRP to determine when assistance at other skills is necessary.
TCC / Jumpstart need.
Analyzes Call drivers.
Communicates trends to NRP and make recommendations to resolve Communicates volume drivers and current performance React in response to forecast variances (high / low).
Assesses queues and communicate findings to national, technology team and leadership as needed.
Works with Force Desk supervisor to develop action plans to handle unexpected call surges and / or to manage efficiency during off peak call times.
Executes plan real time according to the situation.
Checks attendance calls and voice mail.
Enters exceptions in application.
Communicates shrinkage outside of forecast.
Performs other duties as assigned.
1-3 years of experience in similar role.
Prior work force management experience including forecasting, staffing, and scheduling, desired.
Prior call / contact center experience, 1 year minimum
Required Strong and effective oral / written communication skills (communication will be with various levels client organizational structures)
Excellent presentation skills High level of proficiency with Excel Strong mathematical skills.
Strong analytical skills.
Ability to multi-task.
Ability to prioritize deliverables.
Ability to maintain confidential information.
Working knowledge of Avaya or other ACD system.
Bachelor's Degree, First Degree, Trade / Vocational School certificate or Equivalent required. Degree in Business Administration or related field preferred.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Individual will be required to stand and walk or otherwise traverse in order to be accessible to the production floor for extended periods of time.
The person in this position will be required to regularly exert at least 10 lbs. of force to push, pull or otherwise move objects and may be required to carry or lift objects up to 50 lbs.
The worker is required to have close visual acuity to perform activities such as : preparing and analyzing data and / or documents;
viewing a computer terminal; and / or visual inspection of products or machinery. The person in this position may need to occasionally sit, type, climb stairs, bend, reach, kneel, or twist for minimal periods of time.
Employees should not attempt to lift, pull or push a load in excess of 50 lbs. without assistance. Care should always be taken when lifting, pushing or pulling in an awkward position.