- Oversee the performance and effectiveness of the WFM Command Center
- Lead and develop Command Center associates
- Work with contact center leaders to ensure agent adherence and/or conformance to schedules
- Provide ongoing operational analysis of contact center operations, while identifying and implementing changes as necessary to improve the level of quality and efficiency as measured by key business indicators (cost, abandon rate, service level, occupancy, etc.)
- Work with the contact centers, Technology, reporting and other teams to provide analytical support and recommendations for staffing resources to meet objectives such as service levels, occupancy, cost per call, etc.
- Partner with WFM planners to ensure schedules meet performance and business needs
- Utilize Workforce Optimization software to manage performance across multiple sites and lines of business
- Monitor Workforce Management tools real time to maintain service level data
- Analyze call center performance history to determine optimum off production activities as well as shrinkage and occupancy goals
- Analyzes daily call trends and alerts Workforce Management Analyst to needed staffing updates
- Responsible for daily, weekly and monthly call center reports which highlight call center performance (Call Volume, Service Level, Average Handle Time, Abandon % and Average Speed to Answer)
- Evaluates daily call trends
- Designs/creates various databases for staffing and analysis
- Creates reports utilized by Customer Service for staffing/productivity measurements
- Identify areas of operational development and engage in projects to continually adapt to the changing needs of our business and people, to deliver best in class WFM support.
- Identify what resources are required to implement parts of projects
- Effectively use project plans to focus work and ensure deadlines are met
- Ability to work flexible shift to occasionally attend meeting with employees and worldwide clients
Other duties as assigned
This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.
