What are the responsibilities and job description for the Workforce Management Team Lead - S4 position at Credit One Bank?
Description
Position Summary
The Workforce Management Team Lead – S4 position supports the Customer Service leadership team by providing insight and analysis of 3rd party agency call handling effectiveness. This is accomplished by identifying call handling trends and opportunities, recommending solutions to narrow or close performance gaps, and in many cases, taking immediate action to drive operation effectiveness. The Workforce Management Team Lead – S4 generates and reviews call metric KPI reports, real time adherence, roster management, and access rights requests. In addition, the role supports the Customer Service department by acting as liaison between the internal Operations team, IT department and 3rd party vendors when system outages are reported.
Summary Essential Job Functions
Position Summary
The Workforce Management Team Lead – S4 position supports the Customer Service leadership team by providing insight and analysis of 3rd party agency call handling effectiveness. This is accomplished by identifying call handling trends and opportunities, recommending solutions to narrow or close performance gaps, and in many cases, taking immediate action to drive operation effectiveness. The Workforce Management Team Lead – S4 generates and reviews call metric KPI reports, real time adherence, roster management, and access rights requests. In addition, the role supports the Customer Service department by acting as liaison between the internal Operations team, IT department and 3rd party vendors when system outages are reported.
Summary Essential Job Functions
- Lead a team of Workforce Analysts to successfully drive departmental key performance metrics.
- Work closely with Workforce Manager on leading weekly WFM calls and Enterprise Level Intra-Day Planning Calls to monitor, coach, and recognize agencies on weekly performance and staffing.
- Create ADHOC reporting as needed for management.
- Act as back-up to the Operations Analyst on all volume forecasting processes outputted to agencies monthly for agency capacity planning.
- Find solutions to create efficiencies around current processes by use of automation to reduce time and create department consistency.
- Take part in Operational Initiatives as needed for betterment of the department.
- The Workforce Management Team Lead – S4 job functions include all WFM Analyst II-S2 job functions as follows:
- Analysis and creation of reports to identify trends and provide direction to internal and external units for appropriate enhancements to improve servicing.
- Real time management of department goals including, but not limited to: Global ASA, Staffing Compliance and Forced Disconnects.
- Regularly complete, review and obtain approval for work orders, vendor access forms and roster changes.
- Effectively document ad-hoc changes to volume allocation including, but not limited to: Impact Logs, CMS reporting, DR / BCP, and Forecast Allocation.
- Participate in projects or process improvement initiatives that achieve and support the company’s strategic initiatives.
- Attend and facilitate staffing and business review meetings as required.
- Act as a point of contact for the customer service team on IT / network team conference calls as required.
- Must exemplify professional and ethical behavior.
- Miscellaneous tasks as assigned.
- At least 1 year of Management Experience.
- At least 3 years of Workforce Management Experience (e.g., RTA, Scheduler) for an inbound call center operation is preferred.
- Demonstrated proficiency in Excel, Tableau, and SQL.
- Experience in using WFM/Forecasting/Scheduling Software a must.
- Knowledge/proven experience driving call center metrics such as ASA, Service Level, and Abandon Rates through real-time workforce management.
- Ability to deal with ambiguity and rapid-change while developing creative solutions to problems.
- Experience with the CMS interface is preferred.
- Demonstrated verbal and written communication skills.
- Demonstrated organizational skills.
- Must have PC skills and the ability to utilize software such as, Microsoft Word, Windows, PowerPoint, etc.