Job Description

Responsible for creating and maintaining schedules for call center associates to ensure adequate phone coverage. Also responsible for analyzing and administering operational performance in call centers on a real time basis by utilizing workforce management systems to ensure optimum productivity and results.

Responsibilities

-Manage scheduling processes to ensure appropriate call center staffing and performance according to the needs of the business. Create, load, maintain, and review work schedule for all employees, making recommendations where necessary. Partners with Technical Support to troubleshoot and communicate outages and service level impacts.
- Efficiently manage the real time staffing of internal call centers and communicates performance results. Collaborates with supervisors to identify and implement necessary staffing adjustments and intra-day management for call activities at site. Monitors average speed of answer, average handle time, staffing and call volume using available software resources.
- Participate in various team or department project requests, as assigned. Serve as SME for system related projects or cross-phone queue efforts. Assist with continued development of written standard work for the department.
- Assist in conducting and communicating the bidding process for shift, vacation, holiday, and alternate holiday schedules; updates the appropriate data bases as needed. Other administrative work related to the Workforce Management tool as assigned.

Required Qualifications
- Bachelor degree or equivalent.
- 3 years of relevant experience.
- Strong analytical and organization skills, including trend analysis.
- Ability to plan, prioritize and organize effectively / detail-oriented.
- Demonstrated ability to work independently, take initiative, problem solve, handle multiple tasks, and prioritize daily responsibilities.
- Proficient in Microsoft Office, as well as other related applications. Excellent written and verbal communication skills.
- 3 year of experience working with one or more workforce management systems such as Aspect (Preferred), EWFM, IEX and intra-day/real-time management.

Preferred Qualifications
- Admin level knowledge of WFM tool - Aspect
- Aspect/WFO tool management
Education: Any Graduate
Industry: Financial Services/Stockbroking, Banking

Skills Required