Secure that your organization acts as a liaison with Finance, Human Resources, Data Science and IT teams/vendors on projects aimed at improving workforce management, employee retention and satisfaction and reporting capabilities on workforce management.

More Uses of the Contact Center Workforce Management Toolkit:

  • Provide trend analysis and feedback to management to improve call, handle time, and shrinkage forecasts.
  • Formulate: coordination with vendor workforce management to balance contact volumes and staffing needs.
  • Confirm your design ensures that key efficiency, performance, and quality metrics are accurate and available.
  • Coordinate with WFM team and other real time analysts to ensure continuity of coverage and distribution of up to the minute statistical data about the day.
  • Increase the efficiency of the contact centers (inbound, outbound, and back office processing) through the creation of effective scheduling practices which balance business and employee needs.
  • Orchestrate: monthly, weekly, daily and hourly forecasting of inbound/outbound contact volumes and staffing requirements based on historical contact trends and business growth objectives.
  • Develop, maintain and demonstrate product knowledge relevant to product offerings, current support policies and methods of support delivery in order to quickly provide solutions to customer inquiries.
  • Identify and actively drive team changes and staffing and training needed to support capacity needs.
  • Coordinate with operations to balance customer interaction volumes, staffing needs, and budget.
  • Manage and oversee team performance through performance planning, coaching and performance appraisals.
  • Warrant that your group coordinates with vendor workforce management to balance call volumes and staffing needs.
  • Ensure you conduct; lead process minded; continually focused on ways to improve workforce management processes and effectiveness.
  • Make sure that your operation develops and motivates employees through regular coaching and feedback which leads to improved results in achieving overall Operations department goals.
  • Manage work with call center management to develop benchmarks using metrics, industry standards, and original concepts.
  • Be accountable for the accurate and timely re skilling of agents to meet day before and day of inbound and outbound demand and drive service excellence.
  • Assure your corporation provides clear and effective communication of the forecasted workload, changes, assumptions, inputs, etc.
  • Manage: monitor and maintain real time adherence to ensure compliance with staffing capacities.
  • Warrant that your team generates comprehensive daily, weekly and monthly reporting relative to internal and relevant industry metrics.
  • Confirm your planning communicates organization policy information and requirements to staff and ensures operational decisions comply with policy.
  • Lead multidisciplinary quality and service improvement teams as appropriate.
  • Utilize appropriate Contact Center Workforce Management (WFM) systems, tools, and reports to assure optimum staffing levels.
  • Provide accurate analysis, troubleshooting and testing of technical, system and application issues.
  • Provide real time scheduling and call flow support in a multi client/multi line of business environment.
  • Provide regular coaching and feedback to direct reports to help grow functional skills and leadership capabilities.
  • Manage intra day resource allocation, skills availability, and distribution in order to meet service level goals utilizing appropriate systems and software.
  • Manage business activities as root cause analysis, staff skill, and profile management.
  • Maintain the skills and schedule (capacity) of agents; coordinate daily staffing operations with appropriate Contact Center management.
  • Methodize: finance, franchise leadership and brand leadership to advise about additional staffing needs and operational budget impacts.
  • Guide: continuously review existing processes and research new ones for possible automation improvements or enhancements.
  • Confirm your design coaches and mentors team to optimize performance, drive consistency, and ensure growth of skills.

 

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