Summary
Lead workforce planning and real-time operations for a client service center, driving forecasting accuracy, intraday scheduling, and performance reporting to meet service level goals. Manage a team of real time analysts and provide actionable recommendations to leadership to optimize advisor availability across phone, email, chat, social media, and written correspondence.
Responsibilities
- Oversee intraday management of scheduling procedures and real-time workload requirements
- Manage call routing and queue management to meet service level requirements
- Produce daily statistics, dashboards, and performance reporting throughout the day
- Develop and refine quantitative analyses and predictive forecasting models
- Manage a team of 5 - 10 real time analysts supporting real-time operations
- Communicate real-time impactors such as spikes or outages to leadership with recommendations
- Make staffing recommendations based on real-time performance analysis
- Drive improvements to cost efficiencies and operational performance through data
- Maintain daily and weekly client services KPI management and reporting
Requirements
- 4+ years of real-time management experience in a call center environment
- 5+ years of contact center experience in a multi-channel environment
- Knowledge of forecasting and scheduling methodologies
- Advanced working knowledge of workforce management software such as Calabrio, Genysis, IEX, Verint, NICE
- Expert proficiency in Microsoft Excel, Word, and PowerPoint
- Strong communication skills with ability to cascade information effectively
- Bachelor's degree preferred in Business, IT, Data Science, or related field
- Exceptional analytical, multitasking, and prioritization skills
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