[Hiring] Lead - RTA Workforce Management @Everise

Role Description

• Monitor agent schedule adherence and queue management using real-time adherence software and call out non-adherent events to operations over the communication platforms.
• Coordinate with WFM and other traffic analysts on the same campaign to ensure continuity of coverage and distribution of up-to-the-minute statistical data about the day.
• Change skilling including using bulk upload practices to change a complex skilling environment.
• Work closely with Operations Management to assist them in enforcing schedule adherence and call time threshold guidelines for the campaign.
• Make recommendations to operations to adjust agents to help support the business needs.
• Inform Operations management so decisions can be made regarding OT, EWOP, and off-phone activities with up-to-the-minute daily statistics.
• Provide historical reporting compilation as required by the campaign.
• Provide proactive recommendations on solving queue performance issues.
• Make recommendations to implement improved processes.
• Develop reports ad-hoc for real-time or historical purposes.
• Provide clear and concise reporting of team, skill, and center statistics such as service level, occupancy, interval adherence, and absenteeism at determined frequencies.

Qualifications

• Two to four years’ experience in contact centers and/or BPOS in WFM.
• One year prior experience working with call center reporting and metrics required.
• Two years prior experience working with workforce management technologies ideally the latest version of Nice InContact / IEX.
• Experience working with workforce management technologies preferred.
• Experience with creating dashboards for contact center metrics.
• Excellent with Excel using formulas such as “sum if”, “count if”, “vlookup”, pivot tables.
• Experience with call center reporting and metrics preferred.
• Proficiency in Microsoft Office Applications including Word and Excel and other relevant software required.
• High School diploma or equivalent required, 2 years college or more preferred.
• Strong Analytical Skills required to critically assess situations and make decisions in real time.
• Excellent problem solving and decision-making skills.
• Ability to operate effectively in a team environment.
• Excellent oral and written communication skills and interpersonal skills.
• Ability to work under high pressure.
• Excellent interpersonal and communication skills.
• Experience in bulk skill changing.
• Experience in handling skilling changes consistently in high skill count environments.

Company Description

Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!