About this role
Role Overview
- 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
Requirements
- 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
Benefits
- Equal employment opportunities for all employees and applicants
- Prohibits discrimination and harassment of any type