Workforce Real Time Associate

About the role

Plans and distributes daily work schedules for workforce analysts. Monitors real-time queues and adherence tools to ensure service level and response time objectives are met; oversees real-time escalation (Service Level Condition) plans. Ensures maximum utilization of existing technology to support efficient traffic distribution and use of staff.

Responsibilities

• Interface with center management and central operations regarding factors that may impact staffing and service levels; assist in coordinating center activities with central operations.
• Implement effective administrative tracking, analytical, and trending procedures to support the unit's goals.
• Maintain workforce management system and integrity of workforce data (i.e., agent data, archiving reports, deleting old schedule runs, etc.).
• May be responsible for producing periodic productivity and other required ad-hoc reports from the workforce management system.
• Manage intraday call volume trends to ensure a more effective and efficient workload.
• Adjust intraday workforce requirements based on changing/dynamic forecasts.
• Schedule all transaction-based work and special events for optimal service levels and occupancy (e.g., meetings, training, coaching, email, queue work, projects).
• Generate daily, weekly, and monthly statistics on adherence, attendance, and ACD/CMS information for management and capacity planning if requested.
• During periods of coverage needs, perform any command center duties as required by the Workforce Manager (e.g., RTA, SLC, scheduling, etc.).

Requirements

2-5 years of experience in call center workforce management, with at least 1-3 years in a supervisory role. Experience with scheduling software applications such as IEX, Aspect or Witness. Previous experience working in an outsourcing environment, including strong client communication skills preferred. Must have prior experience in planning/managing workforce. Reporting experience using Avaya, Aspect or IEX. College degree or equivalent work experience required. Proficient in MS office suite. Ability to multi-task. Ability to work flexible hours (including nights and weekends as needed).

Qualifications

Must have prior experience in planning/managing workforce. Reporting experience using Avaya, Aspect or IEX. College degree or equivalent work experience required. Proficient in MS office suite. Ability to multi-task. Ability to work flexible hours (including nights and weekends as needed).

Skills

Self-starter with strong supervisory, communications, and analytic skills.

Benefits

N/A

Pay

N/A

Schedule

N/A