Job Summary Responsible for senior level monitoring real-time call volume of inbound/outbound call traffic. Measure forecast accuracy, schedule staff, and monitor real-time activity to ensure optimum efficiencies. Works to ensure acceptable service levels, abandon rates and productivity. Key Job Responsibilities • Partners with operational leadership to ensure service levels and adherence metrics are met • Develop strong working relationships within the organization to ensure efficient and effective problem solving and issue resolution • Monitors queue management systems for calls in queue, excessive talk time, agents in an extended aux status or not scheduled • Monitors employee schedules in the Workforce platforms to ensure adherence impacting activities are in adherence such as tardiness, early departures due to sickness or family emergency, Auxiliary uses • Ensure timely responses to email communications from the operational staff with items related to employee’s adherence real time • Review AUX abuse and provide feedback to the operational team for repeat offenders • Email or database exception entry completed throughout the day • Escalates and documents any larger system and/or telephone problems to both operational leadership and client management provide follow-up to ensure problem is resolved • Conduct analysis and recommend solutions to real-time performance issues • Provide senior level assistance to Operations with revisions of work schedules • Realtime exceptions updated before 15 mins (no agent should ever be out of adherence longer than 15 mins without action being taken). Attendance updated and coding of exception real time • Measure forecasting accuracy and work to reduce variations and ensure performance goals are met • Analyze call volume data, interval arrival patterns and staffing patterns and provide daily revisions of staffing levels and requirements to ensure service goals are met and efficiency is achieved • Evaluates opportunities for down-staff / over time and communicates recommendations accordingly • Prepare hourly/daily/weekly/monthly and ad hoc reports and distribute to management and clientJob Requirements Minimum Education and Experience: • High School Diploma or equivalent, advanced education preferred • 2+ years previous experience providing customer service • Comprehensive knowledge and experience with Avaya or other call center phone systems • 3 months minimum previous experience with workforce management software and telecommunications Knowledge, Skills and Abilities: • Strong analytical and mathematical skills to collect and interpret data to solve problems • Highly organized and can work independently as well as with a team • Excellent knowledge of workforce management calculations, technologies and key performance indicators • Strong interpersonal skills and the ability to communicate with many different levels of employees • Ability to make sound decisions quickly in a fluid work environment • Ability to multi-task in a fast-paced environmentEnglish Alorica - Logística, Distribución