Description: Job Summary:
Responsible for providing coverage at the Control Desk and maintaining awareness of intraday call volumes, service levels and average speed of answer in all lines of business in a multi skill/multi-site environment. Updates real time schedule exceptions, monitors the absentee (VSA) line, and updates schedules with absence codes. Notifies managers of real time deviations. Identifies performance impactors, communicates them to Operations and makes recommendations on improving performance.
Essential Responsibilities:
Responsible for providing coverage at the Control Desk to maintain awareness of intraday call volumes, service levels and average speed of answer of all lines of business (ex. Kana cases, language lines, Click to Chat, Content/Nesting support and other contact center activities). Coordinating appropriate allocation and availability of call center staff to achieve company goals (KPIs) via real time temporary skilling changes. Has ongoing communication with and receives guidance from the Intraday Coordinator Senior throughout the day. Identify and respond immediately when service level concerns arise.  Must be able to determine severity of the issue and respond accordingly quickly and efficiently.Responsible for following up timely on all schedule alarms in real time adherence system and communicating with managers any adherence issues identified.Responsible for completing schedule exception and temporary skilling change request tickets submitted by Team Managers (within a 2hr turnaround time for schedule updates and 10min turnaround time for skilling changes).Responsible for monitoring VSA absentee line, making real time exceptions, and notifying managers of schedule deviations.Responsible for communicating in multiple chats/channels with Operations, the Scheduling Team and the WFM teams of our vendor partners.Determines when there is a need to adjust staffing (offering VTO/offering or cancelling OT).Hosts Daily Intraday Huddle to communicate the performance plan with our stakeholders.Validate contact center phone numbers daily and communicate any issues with the telephony team. Basic Qualifications: Experience
Minimum three (3) years of experience in a customer service and or contact center role. Education
High School Diploma or GED required. License, Certification, Registration N/A Additional Requirements:
Knowledge of queuing theories and workforce forecasting and scheduling (ex. Aspect/Alvaria, eWFM, Verint/Blue Pumpkin, Genesys), computer telephony integration (CTI), interactive voice response (IVR) units, and automatic call distribution (ACD).Proficient with personal computers and Microsoft Office applications. Intermediate leval and above Excel experience helpful.Excellent communication skills, strong organizational skills and the ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail in a fast paced environment. Preferred Qualifications:
One (1) year of experience in a similar workforce management role.Associates degree in business administration, healthcare, or related field preferred.