Monitor and report schedule adherence in real-time using scheduling and time-tracking software and ACD real-time displays
Identify non-adherent agents so that they can be redirected back to the appropriate contact channel
Monitor agent work behaviors in real-time, identifying and addressing events such as contact handle times or after-contact times that exceed defined thresholds
Watch statistics across various KPIs (staffing, service levels, etc.) to ensure contractual obligations are met
Provide feedback to the Workforce Management team (WFM) and Operations
Change agent skill associations or provide historical reporting as needed

High School Diploma / GED
At least 2 years of work experience in contact center workforce management / operations support required
Strong knowledge of workforce management tools (Five9, Serenova, Shiftboard, Socrates, IEX/NICE, client systems, etc.)
Intermediate level of experience with spreadsheets (MS Excel, Google Sheets
i.e. writing f(x), filtering, pivot tables, etc.)
Keen attention to detail and accuracy
Excellent organizational and time-management skills
Proven ability to multi-task and monitor multiple queues or systems
Proven analytical and problem-solving skills
Excellent written and verbal skills to interact effectively with colleagues
Strong commitment to providing an exceptional customer experience, with a high level of dedication, enthusiasm, accountability and self-motivation
Must be able to thrive in a fast-paced, dynamic, team environment
Must be process minded and continually focused on ways to improve workforce management processes and effectiveness
Ability to work a flexible schedule, including potentially nights and weekends

NexRep, LLC

Open Positions (1)