Lead - RTA Workforce Management (Workforce Service)
About the role? Actually they said use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). The posting includes "Company Overview" and "Principle Accountabilities (Key Result Areas)" and "Qualifications". We need to map to appropriate headings. The instruction: "Do NOT repeat the job title as a heading (the page already shows it)". So we can use headings like "About the role" for company overview? Or "Responsibilities" for principle accountabilities. "Qualifications" for qualifications. Possibly "Skills" for skill list. But we must only include sections when posting has real specific content. The posting includes company overview paragraph, principle accountabilities (list of duties), qualifications (list). No explicit Benefits, Pay, Schedule. So we should not include those headings.
We need to use - for any list of duties/requirements/benefits, and
for prose.
We need to preserve all substantive information, not invent or summarize away detail. Remove boilerplate etc. The posting includes some repeated lines like "Experience with call center reporting and metrics preferred" appears twice? We need to keep but not duplicate? The instruction: "Remove duplicated lines". So we should deduplicate.
Also need to remove cookie/navigation/legal/EEO etc. Not present.
We need to output only HTML fragment, no /, no markdown fences.
Let's extract content.
Company Overview paragraph:
"Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!"
That's prose. We'll put in
.
Principle Accountabilities (Key Result Areas) list:
We need to parse each bullet. The text is a long sentence with commas and "and". Let's split into separate duties.
Original:
"Monitor agent schedule adherence and queue management using real- time adherence software and call out non – adherent events to operations over the communication platformsCoordinate with WFM and other traffic analysts on the same campaign to ensure continuity of coverage and distribution of up-to-the – minute statistical data about the day.Change skilling including using bulk upload practices to change a complex skilling environment.Work closely with Operations Management to assist them in enforcing schedule adherence and call time threshold guidelines for the campaign.Make recommendations to operations to adjust agents to help support the business needs.Inform Operations management so decisions can be made regarding OT, EWOP, and off – phone activities with up-to-the-minute daily statistics.Provide historical reporting compilation as required by the campaign.Provide proactive recommendations on solving queue performance issues.Make recommendations to implement improved processesDevelop reports ad-hoc for real-time or historical purposesProvide clear and concise reporting of team, skill, and center statistics such as service level, occupancy, interval adherence, and absenteeism at determined frequencies."
We need to separate each duty. Likely each sentence ends with a period. Let's identify sentences:
1. Monitor agent schedule adherence and queue management using real- time adherence software and call out non – adherent events to operations over the communication platforms
2. Coordinate with WFM and other traffic analysts on the same campaign to ensure continuity of coverage and distribution of up-to-the – minute statistical data about the day.
3. Change skilling including using bulk upload practices to change a complex skilling environment.
4. Work closely with Operations Management to assist them in enforcing schedule adherence and call time threshold guidelines for the campaign.
5. Make recommendations to operations to adjust agents to help support the business needs.
6. Inform Operations management so decisions can be made regarding OT, EWOP, and off – phone activities with up-to-the-minute daily statistics.
7. Provide historical reporting compilation as required by the campaign.
8. Provide proactive recommendations on solving queue performance issues.
9. Make recommendations to implement improved processes
10. Develop reports ad-hoc for real-time or historical purposes
11. Provide clear and concise reporting of team, skill, and center statistics such as service level, occupancy, interval adherence, and absenteeism at determined frequencies.
Note some missing punctuation but okay.
We'll output each as
- .
Now Qualifications section:
We need to extract qualifications list, deduplicate.
Original qualifications text:
"Two to four year’s experience in contact centers and/or BPOS in WFM One year priorTwo to four years’ experience working with call center reporting and metrics requiredTwo years prior experience working with workforce management technologies ideally the latest version of Nice InContact / IEX Experience working with workforce management technologies preferredExperience with creating dashboards for contact center metricsExcellent with excel using formulas such as “sum if”, “count if”, “vlookup”, pivot tables.Experience with call center reporting and metrics preferredProficiency in Microsoft Office Applications including Word and Excel and other relevant software requiredHigh School diploma or equivalent required, 2 years college or more preferredStrong Analytical Skills required to critically assess situations and make decisions in real timeExcellent problem solving and decision-making skillsAbility to operate effectively in a team environmentExcellent oral and written communication skills and interpersonal skillsAbility to work under high pressureExcellent interpersonal and communication skillsExperience in bulk skill changingExperience in handling skilling changes consistently in high skill count environments"
It seems messy, missing punctuation. We need to parse into distinct qualification statements.
Let's try to split by capital letters maybe.
List possible qualifications:
- Two to four year’s experience in contact centers and/or BPOS in WFM
- One year prior (maybe refers to something? Actually "One year prior" seems incomplete; maybe it's "One year prior experience..." but it's ambiguous. Could be "One year prior" as part of previous? Might be a fragment; we should keep as is? But we should not invent. It says "One year priorTwo to four years’ experience working with call center reporting and metrics required". So maybe it's "One year prior" then "Two to four years’ experience working with call center reporting and metrics required". So we have two separate: "One year prior" (maybe meaning one year prior experience?) and "Two to four years’ experience working with call center reporting and metrics required". We'll keep both as separate items.
- Two years prior experience working with workforce management technologies ideally the latest version of Nice InContact / IEX
- Experience working with workforce management technologies preferred
- Experience with creating dashboards for contact center metrics
- Excellent with excel using formulas such as “sum if”, “count if”, “vlookup”, pivot tables.
- Experience with call center reporting and metrics preferred (duplicate of earlier? We have "Two to four years’ experience working with call center reporting and metrics required" and also "Experience with call center reporting and metrics preferred". We'll keep both but note duplication? The instruction says remove duplicated lines. These are not identical but similar. Might consider them duplicates? Safer to keep both as they are distinct phrasing. However we could combine? But we must preserve all substantive information; removing one might lose nuance (required vs preferred). So keep both.
- Proficiency in Microsoft Office Applications including Word and Excel and other relevant software required
- High School diploma or equivalent required, 2 years college or more preferred
- Strong Analytical Skills required to critically assess situations and make decisions in real time
- Excellent problem solving and decision-making skills
- Ability to operate effectively in a team environment
- Excellent oral and written communication skills and interpersonal skills
- Ability to work under high pressure
- Excellent interpersonal and communication skills (duplicate of previous? Slightly different wording; we have "Excellent oral and written communication skills and interpersonal skills" and "Excellent interpersonal and communication skills". Might be duplicate; we can keep one? The instruction: remove duplicated lines. These are similar but not identical. Might be considered duplicate; we could keep the more detailed one. Let's keep "Excellent oral and written communication skills and interpersonal skills" and drop the shorter duplicate.
- Experience in bulk skill changing
- Experience in handling skilling changes consistently in high skill count environments
Also there is "Strong Analytical Skills required to critically assess situations and make decisions in real time" (we have). Also "Excellent problem solving and decision-making skills". Also "Ability to operate effectively in a team environment". Also "Ability to work under high pressure". Also maybe "Experience in bulk skill changing" and "Experience in handling skilling changes consistently in high skill count environments".
Now we need to output as
- for qualifications.
Also we might need a section heading
Qualifications.
Now also we might need a section for Responsibilities (Principle Accountabilities). Use Responsibilities.
Company Overview could be About the role (or maybe "Company Overview"? The instruction says use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we should map Company Overview to "About the role". Use that heading.
Thus output:
About the role
...
Responsibilities
- ...
...
Qualifications
- ...
...
We must not include any other sections.
Now ensure we preserve all substantive information from company overview paragraph exactly. Let's copy it.
Company overview paragraph: "Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!"
We need to keep punctuation and apostrophes. Use straight quotes? It's fine.
Now responsibilities list items: ensure we keep the exact phrasing as in original, but we split sentences. Need to preserve original wording.
Let's extract each sentence exactly as appears (including punctuation). The original text had some odd spacing and hyphens with spaces. We'll try to keep as close.
Sentence 1: "Monitor agent schedule adherence and queue management using real- time adherence software and call out non – adherent events to operations over the communication platforms"
Note there is a space before hyphen? "real- time" and "non – adherent". We'll keep exactly.
Sentence 2: "Coordinate with WFM and other traffic analysts on the same campaign to ensure continuity of coverage and distribution of up-to-the – minute statistical data about the day."
Note "up-to-the – minute" with space before hyphen? We'll keep.
Sentence 3: "Change skilling including using bulk upload practices to change a complex skilling environment."
Sentence 4: "Work closely with Operations Management to assist them in enforcing schedule adherence and call time threshold guidelines for the campaign."
Sentence 5: "Make recommendations to operations to adjust agents to help support the business needs."
Sentence 6: "Inform Operations management so decisions can be made regarding OT, EWOP, and off – phone activities with up-to-the-minute daily statistics."
Note "off – phone" with space before hyphen? We'll keep.
Sentence 7: "Provide historical reporting compilation as required by
- for any list of duties/requirements/benefits, and
for prose. We need to preserve all substantive information, not invent or summarize away detail. Remove boilerplate etc. The posting includes some repeated lines like "Experience with call center reporting and metrics preferred" appears twice? We need to keep but not duplicate? The instruction: "Remove duplicated lines". So we should deduplicate. Also need to remove cookie/navigation/legal/EEO etc. Not present. We need to output only HTML fragment, no /, no markdown fences. Let's extract content. Company Overview paragraph: "Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!" That's prose. We'll put in
. Principle Accountabilities (Key Result Areas) list: We need to parse each bullet. The text is a long sentence with commas and "and". Let's split into separate duties. Original: "Monitor agent schedule adherence and queue management using real- time adherence software and call out non – adherent events to operations over the communication platformsCoordinate with WFM and other traffic analysts on the same campaign to ensure continuity of coverage and distribution of up-to-the – minute statistical data about the day.Change skilling including using bulk upload practices to change a complex skilling environment.Work closely with Operations Management to assist them in enforcing schedule adherence and call time threshold guidelines for the campaign.Make recommendations to operations to adjust agents to help support the business needs.Inform Operations management so decisions can be made regarding OT, EWOP, and off – phone activities with up-to-the-minute daily statistics.Provide historical reporting compilation as required by the campaign.Provide proactive recommendations on solving queue performance issues.Make recommendations to implement improved processesDevelop reports ad-hoc for real-time or historical purposesProvide clear and concise reporting of team, skill, and center statistics such as service level, occupancy, interval adherence, and absenteeism at determined frequencies." We need to separate each duty. Likely each sentence ends with a period. Let's identify sentences: 1. Monitor agent schedule adherence and queue management using real- time adherence software and call out non – adherent events to operations over the communication platforms 2. Coordinate with WFM and other traffic analysts on the same campaign to ensure continuity of coverage and distribution of up-to-the – minute statistical data about the day. 3. Change skilling including using bulk upload practices to change a complex skilling environment. 4. Work closely with Operations Management to assist them in enforcing schedule adherence and call time threshold guidelines for the campaign. 5. Make recommendations to operations to adjust agents to help support the business needs. 6. Inform Operations management so decisions can be made regarding OT, EWOP, and off – phone activities with up-to-the-minute daily statistics. 7. Provide historical reporting compilation as required by the campaign. 8. Provide proactive recommendations on solving queue performance issues. 9. Make recommendations to implement improved processes 10. Develop reports ad-hoc for real-time or historical purposes 11. Provide clear and concise reporting of team, skill, and center statistics such as service level, occupancy, interval adherence, and absenteeism at determined frequencies. Note some missing punctuation but okay. We'll output each as
- .
Now Qualifications section:
We need to extract qualifications list, deduplicate.
Original qualifications text:
"Two to four year’s experience in contact centers and/or BPOS in WFM One year priorTwo to four years’ experience working with call center reporting and metrics requiredTwo years prior experience working with workforce management technologies ideally the latest version of Nice InContact / IEX Experience working with workforce management technologies preferredExperience with creating dashboards for contact center metricsExcellent with excel using formulas such as “sum if”, “count if”, “vlookup”, pivot tables.Experience with call center reporting and metrics preferredProficiency in Microsoft Office Applications including Word and Excel and other relevant software requiredHigh School diploma or equivalent required, 2 years college or more preferredStrong Analytical Skills required to critically assess situations and make decisions in real timeExcellent problem solving and decision-making skillsAbility to operate effectively in a team environmentExcellent oral and written communication skills and interpersonal skillsAbility to work under high pressureExcellent interpersonal and communication skillsExperience in bulk skill changingExperience in handling skilling changes consistently in high skill count environments"
It seems messy, missing punctuation. We need to parse into distinct qualification statements.
Let's try to split by capital letters maybe.
List possible qualifications:
- Two to four year’s experience in contact centers and/or BPOS in WFM
- One year prior (maybe refers to something? Actually "One year prior" seems incomplete; maybe it's "One year prior experience..." but it's ambiguous. Could be "One year prior" as part of previous? Might be a fragment; we should keep as is? But we should not invent. It says "One year priorTwo to four years’ experience working with call center reporting and metrics required". So maybe it's "One year prior" then "Two to four years’ experience working with call center reporting and metrics required". So we have two separate: "One year prior" (maybe meaning one year prior experience?) and "Two to four years’ experience working with call center reporting and metrics required". We'll keep both as separate items.
- Two years prior experience working with workforce management technologies ideally the latest version of Nice InContact / IEX
- Experience working with workforce management technologies preferred
- Experience with creating dashboards for contact center metrics
- Excellent with excel using formulas such as “sum if”, “count if”, “vlookup”, pivot tables.
- Experience with call center reporting and metrics preferred (duplicate of earlier? We have "Two to four years’ experience working with call center reporting and metrics required" and also "Experience with call center reporting and metrics preferred". We'll keep both but note duplication? The instruction says remove duplicated lines. These are not identical but similar. Might consider them duplicates? Safer to keep both as they are distinct phrasing. However we could combine? But we must preserve all substantive information; removing one might lose nuance (required vs preferred). So keep both.
- Proficiency in Microsoft Office Applications including Word and Excel and other relevant software required
- High School diploma or equivalent required, 2 years college or more preferred
- Strong Analytical Skills required to critically assess situations and make decisions in real time
- Excellent problem solving and decision-making skills
- Ability to operate effectively in a team environment
- Excellent oral and written communication skills and interpersonal skills
- Ability to work under high pressure
- Excellent interpersonal and communication skills (duplicate of previous? Slightly different wording; we have "Excellent oral and written communication skills and interpersonal skills" and "Excellent interpersonal and communication skills". Might be duplicate; we can keep one? The instruction: remove duplicated lines. These are similar but not identical. Might be considered duplicate; we could keep the more detailed one. Let's keep "Excellent oral and written communication skills and interpersonal skills" and drop the shorter duplicate.
- Experience in bulk skill changing
- Experience in handling skilling changes consistently in high skill count environments
Also there is "Strong Analytical Skills required to critically assess situations and make decisions in real time" (we have). Also "Excellent problem solving and decision-making skills". Also "Ability to operate effectively in a team environment". Also "Ability to work under high pressure". Also maybe "Experience in bulk skill changing" and "Experience in handling skilling changes consistently in high skill count environments".
Now we need to output as
- for qualifications.
Also we might need a section heading
Qualifications. Now also we might need a section for Responsibilities (Principle Accountabilities). Use
Responsibilities. Company Overview could be
About the role (or maybe "Company Overview"? The instruction says use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we should map Company Overview to "About the role". Use that heading. Thus output:
About the role
...
Responsibilities
- ... ...
Qualifications
- ... ...
- for qualifications.
Also we might need a section heading