Engage with managers in real-time to implement actions needed to meet performance objectives.
Adjust agent skills as needed to manage service levels in a multi-skill environment.
Update and manage schedule exceptions, temporary and permanent schedule changes in the Workforce Management (WFM) system based on call center team requests.
Generate and distribute attendance, check-in summary, and forecast reports from the workforce management system to production managers.
Pull data from Genesys WFM and CC Pulse for additional report requirements and assist Resource Planning Analysts in meeting project deliverables.
Support the management of the workforce management forecaster/scheduler software system.
Provide support for call volume analysis, normalization of historical data, and suggest adjustments and overtime as necessary.
Maintain accurate forecasting information and report forecasted versus actual performance to relevant departments.
Recommend schedules for new training classes, optimize lunch and PTO schedules, and realign work schedules to meet current trends.
Serve as a liaison between all Global Customer Care Services (GCCS) sites.
Monitor dialer pacing trends and case creation.
Provide reporting and create milestones throughout the month to ensure the business achieves service level targets.
Implement daily adjustments to meet monthly service objectives.
Manage the addition and maintenance of Genesys skilling and agent groups.
Capture and update service level impacts for Senior Management.
Create and run ad hoc reports for various departments as needed.
Monitor agent adherence and notify production management of non-adherence incidents.
Review skills gaps and make recommendations to the Resource Planning Analyst.
Perform additional duties as needed to support the Client Care contact centers.
Qualifications
Basic Qualifications
Minimum of 6 months of work experience or a Bachelor's Degree.
Experience in monitoring service levels and agent adherence in a contact center environment.
Experience in updating and managing schedules using workforce management systems.
Experience in generating and distributing operational reports.
Experience in supporting call volume analysis and forecasting.
Experience in using scheduling software (such as eWorkforce Management, Genesys WFM) and ACD reporting systems (such as Avaya CMS Supervisor, Genesys Administer, CC Pulse, IWD, IWS).
Experience in working independently with minimal supervision to reach established goals.
Experience in using Microsoft Office functions, specifically Excel.
Experience in managing multiple service requests with strict time limits on an ongoing basis.
Experience in working well in a team environment.
The role requires the ability to work independently and within a global team - willingness to work a flexible schedule to include weekends, possible holidays and overtime when needed. (24/7 operations, rotating and shifting schedules)
Preferred Qualifications
2 or more years of work experience.
Experience in contact center operations, with at least 2 years in Workforce Management, including real-time resource management.
Experience in making data-driven recommendations and decisions to manage performance.
Experience in staff planning and trend analysis.
Experience in collaborating with cross-functional teams to achieve operational objectives.
Visa is an EEO Employer
Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.
