Key Responsibilities
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Actively and consistently support all efforts to simplify and enhance the customer experience
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Responsible for reacting to the re-forecasted requirements throughout the day to ensure staff is adjusted to the trends
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Communicate to all levels of the Customer Care organization around any impacts to volume, staffing, or productivity
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Work with training and operations to coordinate multi-skill training for existing agents and plan all training for the Sales & Retention Organization
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Deploy and manage eWFM or other workforce management technologies
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Develop & implement policy and process enhancements to provide increased productivity, higher customer/employee satisfaction and reduced costs
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Partner with staff and leadership (e.g., Site Director, Business Managers, Supervisors) within and across sites to identify business opportunities based on analysis- of reports (e.g. consolidate queues, change phone hours)
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Develop strong relationships with other departments to gain volume, staffing, or AHT impacts (Marketing, HR, Operations, etc.)
Skills & Experience
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10+ years in call center focusing in workforce management experience
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Full understanding of and ability to create/manage forecasting, capacity planning, scheduling and real time management processes and tools
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Strong quantitative/analytical skills. Excellent interpersonal, written, verbal and listening skills
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Excellent written/verbal/interpersonal communication skills to communicate and interact effectively with customers and co-workers