Coordinate with digital / technology teams to ensure the workforce management platform is receiving interval level and real time data from multiple sources as telephony platform, Salesforce service cloud, live chat platform.

  • Manage work with call center management to develop benchmarks using metrics, industry standards, and original concepts.
  • Serve as a key stakeholder, working with cross functional teams to build out relevant help resources and internal documentation.
  • Identify/report staffing concerns that negatively impact service level performance.
  • Provide key insights from analysis and interpretation of data.
  • Provide key performance indicator (KPI) reporting compared to goals.
  • Provide real time scheduling and call flow support in a multi client/multi line of business environment.
  • Identify and actively drive team changes and staffing and training needed to support capacity needs.
  • Make sure that your planning establishes a statistical baseline forecast for all departments.
  • Manage intra day resource allocation, skills availability, and distribution in order to meet service level goals utilizing appropriate systems and software.
  • Set clear expectations and build robust onboarding plans for new team members.
  • Confirm your organization develops and motivates employees through regular coaching and feedback which leads to improved results in achieving overall Operations department goals.
  • Confirm your design ensures that key efficiency, performance, and quality metrics are accurate and available.
  • Utilize workforce management tools to determine staff requirements.
  • Oversee and maintain the WFM Platforms utilized for forecasting and scheduling.
  • 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 call routing anomalies using real time monitoring software.
  • Provide accurate analysis, troubleshooting and testing of technical, system and application issues.
  • Make sure that your planning complies; shares trends and observations of issues impacting performance of the business.
  • 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.
  • Provide regular coaching and feedback to direct reports to help grow functional skills and leadership capabilities.
  • Be certain that your organization participates in monthly meetings among key stakeholders.
  • Confirm your organization coaches and mentors team to optimize performance, drive consistency, and ensure growth of skills.
  • Establish that your organization coordinates with vendor workforce management to balance call volumes and staffing 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.

 

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