Lead - RTA Workforce Management (Workforce Service)

Company Overview

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!

Principle Accountabilities (Key Result Areas)

• Monitor agent schedule adherence and queue management using real- time adherence software and call out non – adherent events to operations over the communication platforms
• 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.
• 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 processes
• Develop reports ad-hoc for real-time or historical purposes
• Provide clear and concise reporting of team, skill, and center statistics such as service level, occupancy, interval adherence, and absenteeism at determined frequencies.

Qualifications :

• Two to four year’s experience in contact centers and/or BPOS in WFM One year prior
• Two to four years’ experience working with call center reporting and metrics required
• 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
• 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
• Experience in bulk skill changing
• Experience in handling skilling changes consistently in high skill count environments

If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.