Job Description

JOB SUMMARY

Responsible for real-time and/or intraday management of resources to ensure the correct number of agents at the right times are in their seats to answer an accurately forecasted volume of incoming calls at the desired service level. They will work with management across engagements to ensure adequate staffing, workflow monitoring, and contingency plans take place throughout the day.

ESSENTIAL FUNCTIONS

Coordinates appropriate staffing allocation and availability of call center staff to achieve established service level agreements effectively and efficiently

Utilizes workforce management systems to monitor agents' scheduled vs actual states and partners with leadership to act based on these observations

Monitors the call flows for multiple call queues to ensure optimal staffing levels

Identifies and captures trending call drivers with impacts on agent average handle time or increased/decreased call volume

Runs and analyzes reports volume to forecast and agent absence to make recommendations for adjusting staffing levels to meet departmental productivity and profitability goals

Facilitates real-time discussions with necessary stakeholders

Processes daily exceptions requests, schedule updates, and agent skill priorities

Responds to escalated issues and ad-hoc requests

Coordinates scheduled trainings, meetings, and other off-phone events

Proactively recommends overtime, voluntary time off, training times, etc. based on trending patterns and volumes

Helps with the integration and implementation of new call center technologies

Performs other duties as assigned

KEY COMPETENCIES

Customer Focus

--stays in tune with internal and external customer expectations about quality and service; seeks input from customers and acts on it; makes customer satisfaction a business priority; takes customer comments and complaints seriously; focuses on what is best for customer.

Adaptability

--responds resourcefully to rapid change and ambiguity. Works constructively under pressure. Encourages change.

Communication

--keeps two-way communication flowing with key stakeholders (customers, shareholders, employees, etc.). "Over-communicates" key messages about COFORGE to internal and external audiences. Delivers clear and effective verbal and written messages.

Ethics / Acts with Integrity

--demonstrates principled leadership and sound business ethics. Shows consistency among values and builds trust with others through building credibility and follow-through on commitments.

Initiative

--seeks new opportunities for business development, quality improvement and personal learning and takes appropriate risks to make them a reality.

Shaping and Driving Strategy

--has a clear business focus and develops aggressive strategies to achieve competitive advantage. Translates vision and strategies into practical objectives and "street-smart" actions. Drives for results. Holds others accountable by monitoring and measuring performance.

Sound Judgement and Decision Making

--applies broad knowledge when addressing complex issues. Defines issues clearly. Takes all critical information into account to make timely, tough decisions.

Team Player

--promotes effectiveness of COFORGE as a whole by supporting common processes and measurements. Works effectively in partnership with others both across COFORGE and with customers to achieve business goals.

MINIMUM REQUIREMENTS

High School Diploma/GED or higher

Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail

Ability to communicate call center data/forecasts to all levels of employees in an understandable fashion

Capability of problem solving

Superior organizational skills

Excellent interpersonal and communication skills.

Must exhibit professionalism, enthusiasm and a positive, team-oriented attitude

Must possess a moderate proficiency with Microsoft Excel

Capability to identify and take ownership of an issue and have the confidence to analyze and understand it and to recommend actions.

Self-directed and able to work without close supervision in accordance with assigned duties

PREFERENCES

Some college desired with mathematical or statistical course work

1+ year experience in trend analysis

1+ year workforce management experience in a call center environment

Knowledge in Automatic Call Distribution (ACD) technology and experience with forecasting / scheduling software

The above major ongoing responsibilities describe only the essential job functions and are not intended to be a complete list of all duties and responsibilities. All job functions must be performed in accordance with COFORGE policies and procedures.

Job Type: Full-time

Pay: $17.00 per hour

Benefits:

401(k) 401(k) matching Dental insurance Flexible spending account Health insurance Health savings account Life insurance Paid time off Referral program Vision insurance
Work Location: In person