This position is responsible for proactively monitoring, managing, and communicating intraday contact center performance, understanding intraday staffing needs, and making proactive staffing adjustments based on contact volumes in an omni-channel, hypergrowth environment. Also includes generation of agent work schedules and mid-range scheduling/planning tasks.

Key Responsibilities:

• Monitors and responds to Real Time Adherence (RTA), queue activity, and service levels

• Analyzes intraday and historical performance to respond/plan appropriately in order to achieve operational service goals

• Identify volume trends and averages on an intraday, weekly, monthly, etc. basis

• Establish and maintain communications channels regarding events that impact contact center performance and workload

• Communicate and recommend necessary adjustments to staffing based on changing/ dynamic forecasts

• Generate agent work schedules on a regular basis; maximize schedule efficiency and provide a variety of creative schedule options that meet the business needs

• Collaborate with internal customers- other teams, departments, and contact center staff to identify opportunities for improvement of resource utilization and to achieve service goals

• Monitor trends and develop reporting on agent behavior or other ad hoc analyses

• Maintain a high quality of work – Accurately process intraday schedule exceptions, time off requests, and call-ins within established turnaround times

• Assists Supervisors and WFM staff in a broad range of assignments and projects

Requirements:

• Strong analytical, communication, and organizational skills

• Expert with WFM software (Playvox, Calabrio, NICE, Verint, or other)

• Knowledgeable of the Google Suite of applications

• Works well with frequent interruptions, deadlines, creative thinking, handling multiple projects simultaneously, and making decisions based on incomplete information.

• Maintains positive interactions with internal management, staff, and BPO partners.

• Works well with minimal supervision and with some latitude for self-directed action.

• Professional verbal, written, and remote communication skills.

Basic Qualifications:

• High School Diploma or GED

• Minimum 1 year experience in a WFM or WFM related role

• Experience working in Amazon Connect, Live Person, Playvox

Other Requirements:

• Analytical and data-driven decision-maker

• Team player, works well with remote teammates and remote supervision

• Works well with frequent interruptions, deadlines, creative thinking, handling multiple projects simultaneously, and making decisions based on incomplete information

• Excellent written and verbal communications skills

• Works well with minimal supervision and with some latitude for self-directed action

• Demonstrates reliability and strong customer service skills