Milestone Technologies, Inc.

Workforce Management Real Time Analyst (Mission Control)

Job ID
2017-5536
# of Openings
1
Category
Support/Admin
Hire Type
Regular Full-Time
Job Category
Help Desk / Call Center

Overview

Responsible for operational effectiveness of the Chico Contact Center by providing real-time management of queues, AUX codes and schedule adherence. Provides escalation support to Chico Management Team as well as Client Workforce Management (WFM). Provides regular reports to all stakeholders on center performance as well as root cause issues.

Responsibilities

  • Monitor agent schedule adherence using real-time adherence software and call out non-adherent events to Operations through reports and real-time communication.
  • Coordinate with WFM and other Real Time Analysts on the same campaign to ensure continuity of coverage and distribution of up-to-the-minute statistical data about the day.
  • Work closely with Operations Management to assist them in enforcing schedule adherence and call time threshold guidelines for the campaign.
  • Inform Operations management so decisions can be made regarding OT, VTO, and off-phone activities with up-to-the-minute daily statistics.
  • Provide historical reporting compilation as required by the campaign.
  • Actively man and quickly respond to Client requests for status, root cause issues driving in contact volume, providing suggestions to improve SLs and rapid deployment of Client change requests.
  • Remains visible and approachable to all internal customers.
  • Effectively handles angry, confused and/or frustrated customers. Defusing the situation and finding resolution to problems.
  • Recommends changes as needed in processes, standards, and documentation procedures.
  • Openly communicates issues to management, using lines of authority appropriately.
  • Must easily work in multiple systems at once; expert at navigating tools, websites, etc.
  • Develops rapport with a variety of people and adjust to their communication style accordingly.
  • Works independently and adapts quickly and resourcefully to changing situations and business needs. 
  • Contributes to team effort by accomplishing related tasks as needed.

Performs special projects and other duties as assigned by management as required.

Qualifications

EXPERIENCE

  • One + year experience in a Contact Center environment and familiarity with Workforce functions preferred
  • One year prior experience working with workforce management technologies and systems preferred. Preferred systems include: Aspect eWFM, Verint, or IEX.
  • Some experience with call center reporting and metrics preferred
  • Proficiency in Microsoft Office Applications including Word and Excel and other relevant software required
  • Must be results-oriented and self-directed.

EDUCATION, CERTIFICATES, LICENSES, REGISTRATIONS

  • High School diploma or equivalent is required.
  • Associates degree in Business Administration, Computer Sciences or related field or equivalent years of experience is preferred.

TECHNICAL SKILLS & COMPETENCIES

  • Excellent written, verbal, and customer service skills.
  • Excellent organizational skills and detail oriented approach to problem solving.
  • Demonstrated proficiency in multitasking and prioritization.
  • Strong customer focus with demonstrated success in problem solving, teamwork, adaptability, planning, decision making, and data analysis.
  • Must be able to work in a fast paced environment handling multiple activities simultaneously.
  • Ability to exercise judgment and make sound decisions under pressure.
  • Ability to easily communicate with agents and most levels of management.
  • Understanding of basic call center metrics, processes, and practices.
  • Ability to work with others to resolve problems, handle requests or situations.
  • Strong relationship building skills.
  • Ability to adapt/openly accept change.
  • Takes accountability for decisions and actions.

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