Responsible for understanding historic contact volumes and influencing events, developing workforce forecasts for multiple operations organized across multiple centers. Works closely with various departments to stay informed about pending or current activities that may change the current volume trends and re-develop workforce forecasts to reflect these changes. Provides forecasts, derives staff schedules and provide supplementary support for schedule management.
Gathers pertinent Line of Business (LOB) growth information and pending marketing/promotion plans to assist with the development of staffing forecasts based on agreed upon contact handling service levels and agent utilization objectives.
Creates monthly staffing forecast, up to 5 years, for all customer care centers by department utilizing data provided from marketing, sales, and historical trends; adjusts the forecast based on updated information.
Maintain internal operations records including various spreadsheets as support for decisions.
Front line support for supervisors and agents related to answering work force management (WFM) questions.
Creates and maintains intra-day staffing schedules, exception reporting, recommend appropriate staffing changes and may advise supervisors and managers with requests for scheduled time off.
Analyze call volume patterns to manage work shifts, lunches, breaks and other off-phone activities.
Participate in overall planning, scheduling, crisis staff management, and operations improvement and software maintenance.
Provide reports to management on daily, weekly and monthly activity. Be prepared to communicate reasons for variances and recommendations to management for improved performance.
Provides regular reporting of forecast accuracy while managing to an 80% forecast accuracy target.
Assists with delivering Workforce Management training to agents, supervisors, and managers.
May attend local or out-of town meetings, training seminars and conferences, requiring travel by both short and long distance carrier. Travel may encompass several days, including weekends.
Collaborates with other departments and subsidiaries to develop systems and procedures for forecasting.
Reports for work on time and maintains a satisfactory attendance record.
Technical training or knowledge: Experience administering or using contact center technology, including Automated Call Distributors (ACD), Interactive Voice Response (IVR) systems, QA/monitoring tools and Workforce Management. Advance knowledge of PCs and related software to include all Microsoft Office Applications. (Word, Excel, PowerPoint and Outlook). Must be proficient with Excel and have an ability to create complex spreadsheets, graphs and import/export data between applications. Must exude a strong analytical and quantitative aptitude.
Professional training or knowledge: Must have a demonstrated customer service attitude with attention to detail and be highly responsive to the needs of internal customers. Must have excellent oral and written communication skills. Must have knowledge about the Company?s product and service offerings and have the ability to interpret the impact on the Contact Center. Must be able to retain information gained through training and on-the-job experience. Must be able to perform multiple tasks simultaneously, each requiring high levels of concentration. Must possess project/time management skills. Must maintain a neat appearance and professional demeanor.
Work experience: Minimum of three years of Workforce Management Software experience required; preferably using IEX.
License required: None
General education or equivalent: High school diploma or equivalent, (GED); continued education in the form of college level course work, or associates degree preferred; equivalent work experience accepted.
Physical Demands: Physical demands are minimal and consistent with the performance of routine clerical duties in an office setting. Most of the day is spent sitting at a desk, working with computers, printers, files, and standard office equipment. Movement is required in the use of office equipment, supply locations, files, and other work locations and meeting rooms. Limited physical activity is required to file, maintain office supplies and materials and maintain office equipment.
Consolidated Communications Inc. is an AA/EEO/Veterans/Disabled Employer.
Consolidated Communications - 6 months ago
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