Responsible for supporting the workforce planning & reporting manager in all aspects of multi-site workforce management activities in support of servicing operations including scheduling, forecasting, real-time management, attendance tracking, and adherence.
--Real-Time monitoring of queues through Avaya IQ.
--Communicate intraday stats to club management on an hourly basis.
--Retrieve and process call off line messages.
--Maintain accurate attendance records for contact center
---Monitor daily service levels and productivity
---Intraday adjustments in the WFM system including marking out call outs, scheduling meetings, trainings, coaching sessions, adjusting break times as needed.
--Assist with the creation of call volume forecasts, schedules, work loads, trend analysis, etc.
---Develop and produce daily, weekly, monthly reporting on call center statistics, agent productivity, adherence, etc.
---Use WFM tracking tools to maintain information on employee activity and assignments including schedules, absences, meetings, trainings, overtime and other schedule exceptons.
---Forecast expected work loads, analyze trends and monitor departmental performance for needed intra-day adjustments.
---Assist WFM with shift bidding process including data preparation, forecasting, scheduling, etc.
----Assist WFM with quarterly capacity planning reports
Minimum 1 year call center experience working in a reporting, wfm or real-time capacity.
Basic knowledge of WFM system such as IEX, Aspect, Verint, Teleopti.
Understanding of WFM processes including scheduling, forecasting, and intraday management..
Real-Time queue management.
Call reporting suite experience (Avaya IQ, CMS, Cisco, Aspect, etc.). Ability to understand and interpret ACD statistical reporting.
Excellent organizational, listening, interpersonal, analytical, written and verbal communication skills required.
Ability to work independently as well as with a team and to take initiative.
Must be able to handle multiple tasks in a fast paced environment.
Intermediate level Microsoft Office, especially Excel|
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