Monitor service and staffing levels in real time, ensuring that calls/contacts are being answered within established goals and expectations.
Utilize workforce management application(s) and tools to monitor real-time contact volumes, service levels, wait times, adherence events, etc.
Monitor staff adherence and collaborate with contact center operations leadership to identify areas of improvement for individual/team adherence and overall performance.
Assist with maintaining the employee call-off line and attendance trackers.
Inform operations leadership of unplanned call-offs and record events in tracker.
Monitor daily staffing levels to anticipate any coverage issues.
Provide intra-day and daily reports and summaries to the Workforce Manager and contact center leadership team.
Partner with analysts to administer and communicate schedule changes, shift bid results, vacation bids, overtime and other contact center workload related tasks.
Forecast workload and project staffing needs to ensure accurate and adequate support for business processes.

Requirements

High School diploma equivalency with 2 years of cumulative experience OR Associate's degree/Bachelor's degree OR 4 years of applicable cumulative job specific experience required.
Proficient in the use of Genesys Pureconnect and/or Cloud or similar applications (Verint, Nice)
Strong knowledge of contact center metrics
Strong knowledge of MS Office applications (Excel, Word, PowerPoint) or equivalent G-Suite applications
Strong organizational and time management skills

Benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

workforce management applicationsGenesys PureconnectVerintNicecontact center metricsMS OfficeExcelWordPowerPointG-Suite

Soft Skills

organizational skillstime management skills

Certifications

High School diploma equivalencyAssociate's degreeBachelor's degree