Responsible for effectively managing transaction routing and making real time staffing and routing adjustments to ensure delivery of transaction processing that meets or exceeds key performance indicators for service level and first call resolution. 

Job Duties

• Analyze call trends and volume to determine the volume spikes and adjust schedules within workforce management tool. 
• Monitor intraday performance, notifying managers as problems arise in order to optimize service level.
• Work with business units and adjust call center scheduling, staffing to meet both intraday and future needs.
• Monitor staff adherence to work schedules and provide adherence reports to business unit leadership. 
• Provide daily volume and productivity reports. 
• Compare call forecasts with actual results to examine variances, proactively identify scheduling gaps and offering solutions to resolve the gap.
• Accurately forecasts work volume, handle time and staff shrinkage by work type, and provides staffing recommendations to enhance workforce management and center-wide performance.
• Audits forecast models and schedules prepared by Work Force Management (WFM) team, identifies gaps and provides recommendations for improvements.
• Develops and maintains relationships with the centers Leadership and its management teams.
• Collaborates and partners with the WFM Leader to coach and develop analysts, as well as assist in the daily management and distribution of work tasks and activities.

Skills and Experience

• Strong time management and organizational skills.
• Ability to multitask and meet deadlines.
• Proficient in Windows OS
• Proficient with Microsoft office including Excel.
• Knowledge of Interactive Voice Response and Automatic Call Distribution technologies.
• Report generation and development.
• 3 years of customer service operations/workforce planning experience.
• 2 years of experience in a supervisory/management level position.
• 3 years of experience in a large call center operation with hands-on experience of call center knowledge.
• High School education required.
• Bachelor's Degree preferred.
• A combination of education and work experience will be considered.
• confidential nature of human resources work.
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and problem-solving skills.
• Thorough understanding of policies and procedures used in accounts receivable and billing.

Attendance and Punctuality:

Regular attendance and punctuality are vital attributes for all employees and critical for our staff as we are the role models for our organization and future leaders. It is important for employees to attend work regularly and to arrive at work on time, becausefailure to do so detrimentally affects employee morale and productivity throughout North End Teleservices, LLC.

This position has no supervisory responsibilities.

North End Teleservices is an equal opportunity employer and is committed to diversity in its workforce. North End Teleservices recruits qualified applicants without regard to characteristics such as race, color, national origin, religion, gender, gender identity, sexual orientation, disability, veteran status, age, marital status, citizenship status, or any other status protected by law.

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