Sr. Representative
Dartmouth, CA
6d ago

WFM It's fun to work in a company where people truly BELIEVE in what they are doing! We're committed to bringing passion and customer focus to the business.

This is a site-specific workforce management position responsible for monitoring intra-day work volume (calls and work time).

Ensures client / customer goals are met by analyzing work volume variances to forecast and re-forecasting as necessary to adjust the staffing levels.

Allocates new staffing requirements to the business units and monitors continuously to ensure that goals are being met. Reporting to the Site-

specific Workforce Team Manager, this role will interface directly with the Workforce Scheduler to provide direction on staffing adjustments and will also interface with Team Leaders, Team Managers and Operations Managers, as appropriate.

Communicates with other functional departments when outages / equipment failures occur to ensure action plans are timely to minimize disruption to the contact centre.

Will re-direct calls / agents as required. Activities will be conducted within the framework of a Service Level Agreement between the business unit and the workforce management team.

  • Monitors call routing and flow real time
  • Conducts real-time analysis of all metrics for multiple Lines of Business - Forecast Variances, Service level targets, AHT target variances, Occupancy targets, Staffing requirements, etc.
  • Approves all real-time offline activities (training, meetings, coaching, etc)
  • Identifies course of action or makes recommendations relating to staffing deviations (Extended Hours / VTO, Schedule Adjustments, Skill Switches / Leveraging)
  • Monitors intra-day call and work volume as compared to forecast
  • Monitors real time activities related to staffing
  • Trouble-shoots real-time technology issues and Reporting (Staffing Amendments, Scorecard Stats, Daily UABS / Shrinkage numbers, Over / under updates, etc?)
  • Monitors agent adherence / compliance to schedule and escalates to Team leader for investigation.
  • Ensure all required data is tracked and trended on a continuous basis and Re-allocates changes in staffing levels
  • Makes recommendations and routing changes based on observations
  • Interface with business unit management as needed for escalation of service-impacting issues
  • Manages special conditions within the framework of an Emergency Action Plan (i.e. Fire, Power failures, etc.)
  • Analyzes schedule efficiency measurements as well as key indicators such as service level, for continuous improvement
  • Clear understanding of basic workforce management principles. 1 - 2 years’ experience working in a Call Center Environment.

    Strong knowledge of Excel and PowerPoint.

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