Summary
Lead workforce planning and real-time operations for a client service center, driving forecasting, scheduling, and intraday management to meet service level goals across phone, email, chat, social media, and written correspondence. Manage a team of real-time analysts and deliver actionable reporting and dashboarding to support leadership decisions and optimize advisor coverage.
Responsibilities
- Oversee intraday scheduling procedures and real-time workload management.
- Analyze call routing and queue management to maintain service level requirements.
- Produce daily statistics, dashboards, and performance reporting throughout the day.
- Develop and refine forecasting models and quantitative analyses to improve accuracy.
- Manage a team of 5 to 10 real-time analysts supporting operations.
- Identify real-time impactors such as volume spikes or outages and communicate to leadership.
- Recommend staffing adjustments based on real-time performance analysis.
- Monitor and manage client service KPIs on a daily and weekly basis.
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, or 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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