This position is responsible for monitoring real-time workloads, staffing, and service levels. Reacts to fluctuations in all areas based on established procedures and alerts management of any unusual conditions. Responsible for entering and reporting on agent schedules and exception activity.
Successfully balancing the workload of agents via preplanning and real time adjustments to ensure the business is utilizing all resources to handle all business line contact volumes in the most cost effective.
This role requires constant coordination efforts with other Workforce members and floor and supervisory and management staff to ensure all responsibilities and duties met in a timely, accurate and consistent basis.
Real-time & Daily
Regulate & monitor real-time contact volume in a multi-skill, multi-site Contact Center environment.
Drive availability by identifying unproductive agents and proactively contacting supervisor staff / agents.
Change agent skills to ensure calls are handled as effectively and efficiently as possible and properly document these changes.
Track performance of forecast, call routing strategy and makes recommendations to improve service levels and efficiency.
Assess availability for training, special projects and other functions
Works collaboratively with Contact Center supervisors and managers to ensure employee development and off-line activities are planned in advance in order to minimize impact to Contact Center performance.
Produce customer or ad-hoc reports in support of management and operations.
Determine changes to optimize schedules: Review intraday timelines and current staffing.
Understand what impacts service level and be able to document and report the data back to the business. IE – Communicate real-time events.
Identify and respond immediately when service level concerns arise. The workforce coordinator must be able determine severity of the issue and respond accordingly.
Responds to supervisory and managerial requests for information regarding real-time conditions.
Utilize workforce management software and call volume history to help manage intra-day staffing levels and to determine the most effective methods for staffing adjustments.
Utilize the workforce management software to update schedules, run and re-run forecasting models, optimize breaks, meetings and other off the phone activities.
Ensure the accuracy of agent schedules as well as provide recommendations on proposed schedule changes.
Administer real-time overtime and voluntary time off.
Approve time off, schedule meetings; approve extra hours, vacation planning, and all other requests across all centers.
Review and interpret data using ACD, Aspect and West reports to understand the call flows and how agent skill configurations impact the way in which calls are handled.
Reports on results achieved and documents any measures implemented during each shift.
Must understand WFM software and be able to utilize software tool to efficiently complete tasks.
Understanding of call center best practices, forecasting/scheduling, call routing is required
Excellent verbal, listening and written communication skills.
Ability to prioritize and remain organized with multiple interruptions
Analytical problem solving skills
Advanced level of knowledge of Excel
Ability to work independently and well with others
Previous experience developing staff schedules and staff models
Experience with Avaya CMS, Aspect eWorkforce Management and Aspect RTA or equivalent software
Associates degree in Business or related field is preferred or a minimum of 3 years experience in a Contact Center environment with at least 1 of those years in a Workforce Management capacity.
Strong organizational skills, follow-through and demonstrated ability to multitask and meet deadlines.
Ability to work well and accept challenges in a fast paced, dynamic environment
Bluestem Brands, Inc. - 17 months ago
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Bluestem Brands is proud to be named to Star Tribune's Top Workplaces 2013.
Bluestem Brands, Inc., headquartered in suburban Minneapolis,...