Works with the Loss Mitigation team to optimize attendance, schedules, PTO requests, setup new hire profiles and monitor dialer campaigns daily.
Undertakes special projects related to departmental activities and performs other duties as assigned.
Contributes to the progress of the department by understanding the measurements used to define call handling success and how they can positively impact those measurements.
Ensures compliance with company policies and procedures.
Tracks attendance based on WFM call in line and RTA observation for multiple teams/departments/sites.
Intraday real time monitoring of KPI’s for all workgroups and sites.
Drives real time adherence to achieve maximum FTE efficiencies.
Create schedules for all staff including trainings, meetings, breaks, lunches, and town hall events.
Set up new hire profiles in WFM platform and CXONE Contact Center to reflect real time activity.
Actively optimizing staff schedules based on forecast, attendance, and planned events.
Create Ad Hoc reporting as necessary.
Routinely reviewing all current PTO requests.
Communicate changes to incoming call patterns to Senior Leadership.
Manage campaigns throughout the day for optimized pacing and timely completion.
Conduct new champion challenge strategies.
Conduct regular checks on all telephony reporting, verifying that data is reporting as designed/expected and identifying opportunities for improvement.
Communicate any issues that may affect the business to management in advance or immediately upon any discoveries of issues.
Ensure that trunk lines/licensing are available for business continuity.
Performs related duties as assigned by management.
Requirements
High School Diploma required; college degree preferred but not required.
3+ years of experience in a contact center environment.
1+ years of previous experience in a WFM Analyst Role.
Experience with NICE IEX or other WFM platforms.
Experience with Ring Central, Proactive XS, or other dialer platforms.
Demonstrated knowledge and understanding of call center KPIs.
Proficient in Microsoft Word and Excel.
Ability to write basic SQL queries.
Demonstrated strong skill set for organization and attention to detail.
Self-Motivated: ability to work independently with minimal supervision.
Strong analytical, problem solving, and mathematical skills to improve team’s performance.