Command Center Analyst, Workforce Management RTA

Job Title

The role is accountable for analyzing, interpreting and presenting data related to contact center employee productivity, staffing levels and workforce optimization.

Job Description

Through a balanced high-tech and high-touch approach blended with deep industry and geographic expertise, we make people's lives simpler, faster, and safer. We help companies adapt quickly to changing needs, and are inspired to deliver only the best in all that we do. You will become a key contributor in making that happen.

Responsibilities

Develop and implement workforce management strategies to optimize staffing, scheduling and forecasting.

Maintain accurate and up-to-date records of workforce performance of multiple contact centers and business units (departments)

Monitor and analyze key performance indicators (KPIs) to identify trends and areas for improvement

Analyze interval and daily transaction volume (inbound, outbound), Average Handle Time (AHT), staffing and other contact center production metrics by group and report on actual vs. forecasted (phone, web, e-mail, fax, white mail, chat/messaging)

Responsible for maintaining occupancy goals by offering off-phone time to contact centers to distribute to advisors (voluntary time off (VTO), coaching, team meetings and/or case work etc.) Manage, track, monitor and report out on technical incidents

Perform various ad hoc analyses, formulate and present conclusions to management

Responsible for communicating with supplier partners' traffic desks to ensure schedule adherence is being monitored and followed by Agents

Realtime schedule management

o Coding team members out when out of office due to planned or unplanned events

Management of real-time schedule adherence

o Monitoring queues and Agent state in real-time

Communicate any IT issues and direction/workarounds (turnaround times, scripting, etc.), complete Agent skill changes submitted by the supplier partners but also reviewing metrics and perform skill changes to leverage advisors into trained line of business to help support current queues (considered a Realtime play) etc.

Qualifications

Bachelor's degree preferred or equivalent workforce management experience

2+ years of previous experience working in real-time adherence, forecasting, monitoring and analysis of customer contacts in a real-time contact center environment preferred

Technical or automotive experience a plus

Handles work and relationships responsibly with professionalism and emotional intelligence; effectively manages emotions, welcomes and accepts feedback and owns opportunities

Highly innovative and creative thinker; considers the impact on customers in their decision-making process

Self-Motivated: Able to multi-task in busy surroundings and work effectively both independently and with other team members; takes initiative and thinks/acts proactively

Reliable and Flexible: Is willing to work a flexible work schedule and able to work in-office; must possess reliable transportation

Adapts to Change: Appreciates challenges and looks for new learning experiences; learns quickly and grasps new concepts and quickly applies them to the job

Performance does not deteriorate under stress; able to stay focused on the customer despite distractions.

Excellent and professional communication skills, verbal and written

Ability to manage multiple activities at once in a high-pressure, fast-paced environment

Working knowledge of industry standard contact center technology (ACD, IVR, network features), reporting automation applications

Ability to prioritize effectively with a demonstrated history of independent decision-making capabilities and strong organizational skills

Able to work with others in a highly collaborative way, listen to others' input, values outside perspectives, continuously seeks feedback

Comprehensive understanding of contact center metrics

Computer literacy, technical aptitude, PC, word processing and spreadsheet experience required. Demonstrates the ability to handle visual monitoring and data entry simultaneously.

Thorough knowledge of NICE IEX WFM application

Proficiency in Microsoft Word, Microsoft PowerPoint, Microsoft Excel (including knowledge of Macros), CCPulse, Siebel, SalesForce

Be Part of Our TP Family

It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued.

TP is an Equal Opportunity Employer