Summary
Responsible for developing proactive planning and real-time implementation for daily forecasting and scheduling of client service center resources across phone, email, chat, social media, and written correspondence. Ensures advisors are available to meet inbound demand and SLA goals while providing leadership with performance reporting and recommendations.
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 stats dashboards and performance reports throughout the day
- Lead and manage a team of 5 to 10 Real Time Analysts supporting real-time operations
- Develop and refine forecasting models and quantitative analyses to improve accuracy
- Provide staffing recommendations based on real-time performance analysis
- Communicate real-time impactors and recommended actions to leadership
- Drive performance improvements and cost efficiencies through data driven insights
- Maintain daily and weekly client services KPI 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 experience with workforce management software such as Calabrio Genysis IEX Verint NICE
- Expert proficiency in Microsoft Excel Word and PowerPoint
- Bachelor's degree preferred in Business IT Data Science or related field
- Strong communication skills with ability to cascade information effectively
- Exceptional analytical multitasking and prioritization skills
We have summarized this job description for you, click apply to see more details from the employer.
