Communication – Ability to effectively convey information in both written and verbal form, regarding Center activity, staffing, and customer service levels
Duties and Responsibilities
Call Center Forecasting – Responsible for monitoring contact volumes and building statistical databases that leverage historical contact volume, handle time and shrinkage information to create daily and monthly staffing schedules. Adjusts the staffing plans and schedules as needed to optimize customer response and wait times while minimizing staffing expenses.
Contact Center Performance Reports – Builds and maintains statistical contact handling reports and other ad hoc reports leveraging various data sources to communicate the various key performance indicators. Analyzes and investigates contact center and frontline performance trends. Presents reports for contact center leadership and support teams that meets high standards of quality and data integrity.
Workforce Management of Contact Center Activities – Provides recommendations for the overall planning needed for incoming and outgoing contacts as well as other activities. This includes determining the appropriate times for various activities, overtime recommendations, and vacation calendar availability. Maintains databases and reports concerns with data integrity to leadership timely.
Communications - Keeps leadership informed and produces management reports on contact center activity which may include workforce planning, scheduling, service levels, staffing needs, future staff planning, systems issues and unresolved customer complaints. Recognizes and recommends operational improvements.
Knowledge, Skills and Abilities
Must have strong M/S Office (specifically Excel and Access) expertise; SQL and Crystal reporting expertise also preferred.
Must have analytical forecasting ability and strong communications skills.
Must enjoy working with a large volume of employees at all levels.
Education and Experience Required
Bachelor’s degree or equivalent experience in business.
Workforce Planning Certification or 4+ years experience in a capacity planning role.
Demonstrated experience with a WFM system including real time scheduling/adherence.
Experience working in a contact center and/ or multi-skilled environment.
WFM Platform implementation/ administration experience a plus - ex Calabrio, NICE, Verint etc
AmeriGas Propane, Inc. is an Equal Opportunity Employer. The Company does not discriminate on the basis of race, color, sex, national origin, disability, age, gender identity, sexual orientation, veteran status, or any other legally protected class in its practices.
AmeriGas is a Drug Free Workplace. Candidates must be willing to submit to a pre-employment drug screen and a criminal background check. Successful applicants shall be required to pass a pre-employment drug screen as a condition of employment, and if hired, shall be subject to substance abuse testing in accordance with AmeriGas policies. As a federal contractor that engages in safety-sensitive work, AmeriGas cannot permit employees in certain positions to use medical marijuana, even if prescribed by an authorized physician. Similarly, applicants for such positions who are actively using medical marijuana may be denied hire on that basis.
