Job Summary:
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.
Responsibilities:
- 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 IDPs 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 IDPs 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
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- li> 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.
- Exception Reporting.
- Checks attendance calls and voice mail.
- Enters exceptions in application.
- Communicates shrinkage outside of forecast.
- Performs other duties as assigned.
Skills Requirements:
- 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.
Education Requirements:
Bachelors Degree, First Degree, Trade/Vocational School certificate or Equivalent required. Degree in Business Administration or related field preferred.
Physical Requirements:
Occasionally exert up to 10 lbs. of force to push, pull, lift or otherwise move objects. Have visual acuity to perform activities such as preparing and analyzing data; and/or viewing a computer terminal. Type and/or sit for extended periods of time. Consistent attendance is an essential function of the job.
