Responsibilities

• Lead Real time team to ensure daily SL’s are achieved
• Analyze interval performance and monitor offline activities (coaching, trainings, team meetings, etc).
• Monitor email boxes, make updates in Verint schedules, respond and file into the appropriate folders. Updating adherence adjustments as appropriate
• Perform daily team adjustments audits that may have been missed from the previous day.
• Pull and send real time reports and other adhoc reports as requested.
• Communicate with workforce management teams, including partner sites, to provide guidance for real-time operational management
• Train new hires and educate end users on processes and tools
• Partner with Forecasting Team to ensure PTO Calendar Allotments are correct
• Partner with Forecasting Team on shift bids and overall schedule management.
• Partner with team to proactively identify workforce management related improvement opportunities and drive relevant initiatives.
• Analyze volume and trends to determine real time staffing adjustments
• Work with Help Desk and internal IT partners to open technical issue tickets and triage as needed
• Identify critical intervals, gaps and potential solutions to ensure sufficient staffing and coverage
• Partner with internal and external resources to maximum staffing effectiveness

Qualifications

• Prior experience leading Real-Time workforce management, contact center operations required.
• Working knowledge of Verint WFM solution required.
• Demonstrated communication skills and techniques within a fast-paced corporate environment
• Ability to handle multiple projects and deadlines without sacrificing professionalism.
• Ability to build and maintain relationships while leading critical business projects
• Strong judgment and comfort with ambiguity
• Strong PC skills required (Excel, Access, PowerPoint, Word)
• Competitive and entrepreneurial spirit with the ability to work under minimal guidance
• Willingness to manage and be the front face of the team
• Knowledge of call routing a plus