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.

More Uses of the Contact Center Workforce Management Toolkit:

  • 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.
  • Orchestrate: coordination with vendor workforce management to balance contact volumes and staffing needs.
  • Identify/report staffing concerns that negatively impact service level performance.
  • Drive: monitor and maintain real time adherence to ensure compliance with staffing capacities.
  • 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.
  • Pilot: finance, franchise leadership and brand leadership to advise about additional staffing needs and operational budget impacts.
  • 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.
  • Utilize appropriate Contact Center Workforce Management (WFM) systems, tools, and reports to assure optimum staffing levels.
  • 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.
  • Standardize: continuously review existing processes and research new ones for possible automation improvements or enhancements.
  • Manage and oversee team performance through performance planning, coaching and performance appraisals.

 

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