Job Summary:

• Forecasts staffing needs by analyzing historical call center and agent performance.
• Collects and maintains necessary data and works with various groups to plan and execute the staffing model.
• Analyzes, prepares, and publishes agent schedules within WFM to efficiently meet service-level requirements.
• Monitors daily call volumes, service levels, and other key metrics. 
• Recognizes and interprets trends, changes, or risks and communicates to leadership, management, and other analysts.
• Provides post-analysis recommendations on anomalies within the business and future products or services to determine potential impacts on the business
• Works to minimize negative impacts to the customer experience.
• Tracks analyzes, and reports call center and agent performance using WFM tools.
• Works with leadership to deliver training and presentations
• Develops and delivers timely business and ad hoc reports.

Skills on Resume: 

• Analytical Skills (Hard Skills)
• Data Management (Hard Skills)
• Scheduling and Workforce Management (Hard Skills)
• Performance Monitoring (Hard Skills)
• Trend Analysis and Risk Assessment (Hard Skills)
• Impact Analysis and Recommendation (Hard Skills)
• Reporting and Communication (Soft Skills)
• Strategic and Operational Reporting (Hard Skills)

Job Summary:

• Collecting data as well as identifying, processing, cleansing, and verifying the integrity of data from primary and secondary sources
• Conducting ad-hoc analyses and presenting results in a clear manner
• Mining and aligning data from multiple sources
• Analyzing call center operations
• Identifying issues and conducting root cause analysis
• Collecting, analyzing and presenting data
• Performing Workplace Management reporting, analysis, offering recommendations and admin tasks that relate to staffing schedule function.
• Monitor service levels via symposium and eWFM real time adherence applications
• Maintain relationships with the supervisors on site to report
• Verify Kronos timekeeping reports and sign off on timecards for payroll
• Maintain call outline

Skills on Resume: 

• Data Management (Hard Skills)
• Data Analysis and Reporting (Hard Skills)
• Data Mining (Hard Skills)
• Operational Analysis (Hard Skills)
• Problem Solving and Root Cause Analysis (Soft Skills)
• Workplace Management Reporting (Hard Skills)
• Real-Time Operations Monitoring (Hard Skills)
• Payroll and Timekeeping (Hard Skills)

Job Summary:

• Monitoring real-time performance measurements and providing immediate feedback to department management. 
• Proactively, manage staffing requirements by reacting to changing call patterns, identifying trends and providing recommendations
• Ensure the consistent delivery of required departmental service levels. 
• Work with the rest of the command center team to ensure accurate forecasting. 
• Utilize experience and knowledge base to provide proactive input on all departmental objectives.
• Provide insight to leadership on potential opportunities for increased service delivery and departmental efficiency.
• Review and analyze daily staffing requirements, call volume trends and future forecast requirements to efficiently staff the Call Centers.
• Identify and provide insight to leadership on trends with Call Centre technician activity
• Analyze Call Center traffic and recommend changes in technician skillset distribution
• Reports Call Center performance through reports
• Consults with IT on all telephony, changes to core workforce management software and information system issues.
• Support management of data communication between EWFM and Workday ensuring accurate input and reporting of payroll and time-off balances

Skills on Resume: 

• Real-Time Performance Monitoring and Feedback (Hard Skills)
• Dynamic Staffing Management (Hard Skills)
• Service Level Management (Hard Skills)
• Forecasting and Planning (Hard Skills)
• Proactive Operational Input (Soft Skills)
• Strategic Insights for Leadership (Soft Skills)
• Analysis and Staffing Optimization (Hard Skills)
• Technical Coordination with IT (Hard Skills)

Job Summary:

• Work with key leaders to identify key workload drivers and develop department-wide operational metrics
• Serve as a consultative partner to senior leadership, offering analysis and recommendations on growth strategies that optimize cost and performance, and reduce risk
• Help establish effective governance, engagement, and oversight across the call center organization to ensure organizational business goals are defined, prioritized, monitored, and communicated at regular reporting cadences
• Lead, influence, and motivate cross-functional stakeholders at varying leadership levels and deliver business value through standardized methodologies, technology, and best practices in project delivery
• Coordinate efforts to create and maintain the key operational reporting packages and delivery that cover production performance (call center, back office, credit and billing), staffing, quality management, and customer trend and behaviors
• Work across the entire Call Center and Back Office operations to evaluate performance, KPI results, and quality in order to provide recommendations to department leadership related to process enhancements, systemic implementations, and operational strategies
• Schedule rotates to cover all contact center hours of operation including weekends and holidays.
• Understanding of and experience with call center technologies such as Workforce Management Aspect with analyzing reports and data preferred.
• Understanding call center performance metrics and improvement initiatives.
• Provide accurate reporting of projected overtime expenses to the finance team for monthly accrual
• Provide proactive communication and analysis to department leadership on any service delivery interruptions

Skills on Resume: 

• Operational Analysis and Metrics Development (Hard Skills)
• Strategic Consultation (Soft Skills)
• Governance and Organizational Leadership (Soft Skills)
• Cross-Functional Leadership and Influence (Soft Skills)
• Operational Reporting and Communication (Hard Skills)
• Performance and Quality Evaluation (Hard Skills)
• Flexibility and Availability (Soft Skills)
• Technological Proficiency (Hard Skills)