Role and Key Responsibilities

• Intraday real-time monitoring of service levels for all queues for all sites through the operating window (Anytime 24/7/365).
• Real-time monitoring of associates’ performance from all teams at all sites.
• Managing real-time updates on Service Levels, Contact data and other KPIs.
• Drive real-time impacts to staffing for both internal and outsourced teams vs. requirements metric goals.
• Communicate and call out changes to incoming contact patterns to operations and the broader WFM team.
• Real-time communication with the WFM team and operations when call-outs or changes need to be done (Agent States, queue conditions, weather).
• Support changes within routing profiles to move associates as needed.
• Update and send reports related to the performance of each site, including but not limited to shrinkage, occupancy, other KPIs and NPT usage.
• Build and maintain strong relationships with key stakeholders from all sites to ensure shared objectives are met.
• Review and work on TTs assigned to the WFM team that require real-time assistance to different stakeholders.
• Review and process VTO/PTO/OT/Non-Prod time requests in real-time.
• Assist the other WFM teams as needed.

 Key Skills & Knowledge

• MS Excel Knowledge is required. Knowledge of IEX, Avaya and other Workforce Scheduling tools (Admin, setup, use, update, edits, reporting) will be considered as an added advantage.
• Graduate with 2+ years of contact centre experience and Good Communication skills.
• MS Office – PowerPoint, Word, Access, Outlook, etc.
• InContact/Oracle – ACD and other ACD platforms to support a multi-channel environment – (Voice/Chat/Email/SMS).
• 1+ years’ Workforce Experience (RTA or greater).
• Basic knowledge of the call centre industry.
• Basic understanding of the financial impact of all decisions made within the Command Centre (i.e., system downtime, overtime, home early, utilisation, per cent answered, etc.).
• Knowledge of ACD and Call Centre Workforce applications - preferred.
• Strong oral and written communication skills.
• Proficient in Microsoft Office.
• Ability to multitask, prioritise, and meet timelines of deliverables.
• Self-starter, sense of urgency, and works well under pressure.
• High attention to detail, sense of professionalism and ability to develop relationships.