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Job Description
It's fun to work in a company where people truly BELIEVE in what they are doing!
We're committed to bringing passion and customer focus to the business.
Role and Responsibilities
Qualifications and Education Requirements
Core Competencies
(Minimum level of proficiency: N-Novice, I-Intermediate, A-Advanced, S-Strategic)
Technical Competencies
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
We're committed to bringing passion and customer focus to the business.
Role and Responsibilities
- Thrive as a team player in a fast-paced, high-energy, change-oriented environment
- Monitor established thresholds for schedule adherence, online states, off-work events (break and pre-approved non-productivity activities), agent states that are not pre-approved and must be limited
- Communicate with operations management for prompt resolution of issues identified in duties above
- Partnering with operations in recruitment of overtime/VTO to assist with managing intra-day staffing levels
- Generate inclusive alerts for any type of situations that could disturb Service Level or efficiency (i.e., technical issues causing idle time and/or a higher than forecasted increase in call volume, and excessive general use of non-productive modes and/or agent population shrink)
- Reporting as required internal leadership (i.e., performance reporting, attendance and adherence reporting, documentation of outages and staffing impacts resulting from these, and any other ad-hoc reporting that may be required)
- Requires highly effective excel skills to analyze highly complex and large data sets
- Information exchange with stakeholders and all in a call center eco system
- Communicate with vendor network on excess undesired agent behavior
- Conduct regular reporting intraday showing queue level performance across multiple locations
- Facilitate taking operational requests for schedule alterations and providing approval based on business needs.
- Ensure all COMPANY policies and procedures are adhered to, including but not limited to: Security, HR, Operations, etc., and any known infractions of any of these corporate policies and procedures are communicated to the proper COMPANY Management immediately
- Other duties as assigned by management
Qualifications and Education Requirements
- College degree is preferred
- 2 years of workforce experience in real-time management a must
- Current or previous RTA leader preferred
- Must have solid verbal and written communications skills
- Must have flexibility to work during any hours of operation
- Healthcare experience preferred
- Working with internal and vendor networks preferred
- High degree of accuracy and timeliness in reporting required
- Proficient in MS Office Suite (Excel, Outlook)
- Experience with vlookup, sum, sum if, and count if statements in Excel
- Strong quantitative and analytical skills
- Experience of one or more years using Five9 telephony
- Strong organizational skills and the ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail in a challenging, fast-paced, shifting-priority environment
- Workforce management as a service experience preferred
Core Competencies
(Minimum level of proficiency: N-Novice, I-Intermediate, A-Advanced, S-Strategic)
- Drive for Results - I
- Communication - I
- Resourcefulness - I
- Building Relationships - I
- Developing People - I
- Culture Building - I
Technical Competencies
- Analytical
- People management
- Time management
- Ability to multi-task, adapt to change, and achieve results with accuracy and precision
- Leadership skill
- Communication & comprehension
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
Req Id: R25_00421_0
Posted At: Tue Feb 04 2025 00:00:00 GMT+0000 (Coordinated Universal Time)