Job Opportunities API

OVERVIEW Main Objectives and Duties: 1. Schedule Generation and staffing analysis • Uses workforce management software and call volume history to help manage intra-day staffing levels. • Ensures that call center resources are scheduled and utilized to provide optimum service levels in all skill groups. • Identifies and coordinates training needs (dates and time) for the training strategies to meet the call arrival patterns and creates minimal variance in associate occupancy (workload) rate. ○ Analyzes call center staffing, metrics and performance to ensure proper staffing and scheduling commensurate with service level goals on an interval, daily, weekly and monthly level. 2. Facilitates Staffing Calls • Prepares intraday staffing call analysis report • Proposes schedule changes to address staffing needs • Addresses and provides possible solutions to any concerns and requests by Operations Partners. • Ensures minutes of the call is sent out to all participants. 3. Schedule Management • Publishes schedules from the finalized shift bids • Updates all valid schedule requests • Ensures all agents have correct number of hours and rest days • Sends out notification to email concerns of the initial and finalized schedules. • Creates report/tracker of any late approved and requests for documentation • Creates monthly shift bids and distributes to Operations • Makes sure shift patterns aligned with forecast/sale trends of respective accounts/clients. 4. Workforce Scheduling Tool Utilization and Maintenance • Ensures all schedules are run through the scheduling tool • Creates intraday analysis and simulations on the schedules plotted on the tool • Updates schedules to ensure proper staffing • Ensures that Workforce scheduling data is aligned in published schedules on all media. 5. Trend Analysis • Uses workforce management software and call volume history to help manage intra-day staffing levels. • Recognize/interprets trends and analyze intraday call forecasts and communicate to management team provide commentary to assist supervisors and managers in meeting daily/weekly goals. • Conducts analysis on anomalies within the business as well as future new products/services to determine impacts on the business and provide recommendations to minimize any negative impacts on the customer. 6. Manage Agent Leaves • Computes staffing percentages to identify correct VL allocation per day w/o compromising expected revenue numbers. • Coordinates and projects shrinkage expectations • Identifies correct VL allocation per group • Sends out list of VL approval to operations team 7. Avaya Skill Set Audit • Audits skill sets for all agents that access CMS • Ensures correct skill set sand priorities are assigned to all agents • Makes discrepancy report on skill set • Requests correction to CMS Admin • Assists Real-time team on skilling concerns • Maintains documentation and workflow for IVR routing, telephony routing, and agent skilling providing efficiency changes as identified • Research, recommend, and assist with the implementation of call center technology. RESPONSIBILITIES • Documentation and Reports • Data Collection, Integrity and Analysis • Critical Thinking • Workforce Management • Problem Solving QUALIFICATIONS • Bachelor’s Degree in Business Administration, Accounting, Finance, or Math or relevant work experience, • (2-4 years) considered an acceptable substitute for the education requirement. • Experience working with different Scheduling software (Eg. Verint, eWFM, IEX, Genesys) • Other Skills and Experiences (Min)