As the Senior CC Operations Support Analyst, you will be responsible for building relationships with all call centers’ leadership helping them execute on a staffing, scorecard and quality plans.
You will leverage your analytical mindset and workforce management experience to create actionable and data driven action plans to support the business.
You will collaborate with internal leaders who have various needs and find the right balance between structure/consistency and autonomy/flexibility that propels all teams within the organization to deliver for the customer.
Essential Duties & Responsibilities:
Prepare management reporting by collecting, analyzing, and summarizing data and trends and developing recommendations.
Understand and communicates the department vision to team members, at the same time assess behaviors and provide feedback to leadership.
Delivers skilling plans by site that are needed to ensure service coverage
Lead Projects to improve planning and execution efficiency and support business units, and operational centers.
Identify/Implement workforce management tools and technology enablers that will improve operating accuracy and efficiency.
Monitor performance by analyzing performance statistics; evaluating staffing schedules to match volume demand; evaluating potential productivity, quality, and customer-service standards; identifying and resolving problems; determining system and process improvements.
Improve quality of reporting and work to streamline various data sources to drive consistent reporting.
Promote process improvement and standardization of processes across all sites in the company.
Proactively identify service improvement opportunities and ensure continuous improvement within Workforce Management across advisor scheduling, metric reporting and real-time delivery.
Supports the leadership team by providing multiple channel quality reviews (Voice, Chat, Email, etc.)
Communicates changes to the quality assurance process to leadership, as well as the team members who are receiving the assessment/review.
This position requires that you handle various contacts types including; Chat, Email, Inbound and Outbound voice calls with our Customers.
Manage scheduling processes to ensure appropriate call center staffing and performance according to the needs of the business.
Communicate effectively with internal and external customers in accordance with the company’s policies, procedures, guidelines, and common practices.
Interface with call center leaders to understand the fast changing business needs and make updates where necessary.
Stay current on internal policies and procedures.
Effectively communicate with peers and those we support in the business to ensure high quality and timely completion of work requests.
Collaborate with the IT department for system development, testing and/or technical support
Qualifications:
Skills:
Strong analytical and organization skills, including trend analysis.
Ability to plan, prioritize and organize effectively / detail-oriented.
A thorough knowledge of computer software. Proficient in Microsoft Office, as well as other related applications.
Demonstrate working knowledge and adherence to all HR & WFM policies, procedures, guidelines, and practices.
Excellent written and verbal communication skills are required to interface effectively with staff, managements, and various other internal and external customers.
Ability to work in a team oriented environment focused on cross training and sharing workload responsibilities.
Ability to work outside of normal schedule with little or no notice.
Ability to perform additional tasks as assigned.
Qualities:
Self-motivated with the demonstrated ability to learn and apply new information quickly, work independently, and take initiative.
Regular, punctual and consistent attendance.
Demonstrate flexibility to adapt quickly to departmental changes and conditions.
Experience:
Bachelor’s degree preferred and/or recognized equivalent work experience.
4+ years of solid call center experience or 2+ year of workforce management experience required.
2+ experience working with one or more workforce management and CRM systems such as TeleOpti, Salesforce is strongly desired.
Building, managing, and designing databases a plus.
Experience in a fast paced, high-pressure office environment
