Job Description: A.EDUCATION AND EXPERIENCE PREFERENCES
- High School Diploma or its equivalent
- WFM Experience Preferred
- MS Excel Knowledge
- Reporting and Analysis Experience is preferred
B.PURPOSE OF THE POSITION
- 1st point of contact for any Command Center system and/or resource management related issues
- Maximize occupancy and service levels through real time, intraday monitoring
- Monitor Real-Time Call Statistics and production reporting supporting Inbound and Outbound Command Center Operations
- Data analysis of workforce management reports
- Responsible for pro-active analysis and application of workforce management process, in partnership with Operations
- Collaborate with Operations to assure business objectives are met
- Problem recognition, research, isolation, resolution and follow-up.
C.DUTIES AND RESPONSIBILITIES
- Able to work flexible work schedule, required weekends and holidays as needed
- Set daily goals with assistance of supervisor
- Manage intraday staffing levels, schedule changes, and schedule adherence
- Monitor real-time inbound and outbound call traffic to detect and resolve issues which could impact customers and associates and then provides immediate feedback to Operations Team
- Daily real-time monitoring of outbound dialer campaign performance and/or Inbound agent productive work states to ensure staffing commitments and service levels are achieved
- Communicates with leadership throughout the work day to insure targets are achieved
- Make real-time adjustments to staffing and/or outbound dialing line forecast in software to provide the most accurate and up-to-date view of staffing forecast to requirements
- Coordinate and provide approval for any intraday scheduling for off the phone activities, such as: team meetings, supervisor coaching, training
- Develop and communicate intraday service level and occupancy analysis
- Escalate service level and occupancy issues to the necessary supervisor, manager, or director based on time frame and impact
- Utilize and interpret data from report software, spreadsheets, graphs, and flow charts
- Communicate with the Command Center for any resource management related situations
- Produce Reporting Requirements with the desired level of efficiency, accuracy and timeliness
- Definition of Success in this position:
- Excellent at building collaborative relationships
- Attention to detail
- Analytical Thinking
- Critical Thinking
- Team player
- Ability to be coached and apply coaching feedback through the 360 feedback process
- Willingness to learn and help others
- Successfully demonstrates the ability to work in a fast paced environment
- Able to adapt to frequent change of call routing skillsets
- Positive attitude with the ability to remain calm in stressful situations
- Flexible to schedule changes and should be open to still take in calls when required
- The Company reserves the right to change or assign other duties to this position as appropriate.
- Must be able to perform the essential job duties of the position. Reasonable accommodations will be provided to qualified individuals with disabilities.
- Must be able to remain in a stationary seated position up to 85% of the work shift.
- Must be able to occasionally move about inside the office to access office machinery, file cabinets or attend meetings.
- Must be able to operate a computer and other office productivity machinery, such as a calculator, copy machine, printer, scanner, fax machine.
- Must be able to communicate with consumers and maintain compliance with all federal, state and local laws, rules and regulations.
- Must be able to communicate with consumers and maintain compliance with corporate objectives and standard operating procedures.
- Must be able to exchange accurate information with co-workers, consumers and/or clients or vendors who have work related inquiries.
D. ACCOUNTABILITY/MEASUREMENT
- Schedule Adherence
- This position will be measured on the timely performance of the responsibilities herein.
- Assigned projects and deliverables to be delivered based on set expectations
- Development and implementation of resource management processes and reporting
CBE Companies is an equal opportunity employer. We celebrate inclusion and are committed to creating a welcoming environment for all employees.