Responsibilities

Performance Outcomes

Real Time Management Service Expectations

Act as a central point of contact for the servicing and staffing of assigned lines of business

Be accessible to all internal and external team members and respond timelyto troubleshooting needs prior to Cherwell request entry

Manage all internal service or troubleshooting requests through Cherwell and maintain tracking and reporting until items reach completion

Assist and manage technical issues reported via internal email box by researching items pertaining to memberships, applications, or technical matters in an expedient manner

Clearly and quickly communicate identified risks to meeting operational goals to management and team members

Be an advocate for internal and external customers and an empathetic problem-solver in all customer interactions

Monitor real-time staffing, adherence, and agent work states and report repeat behavioral findings to management

Manage intraday staffing levels across multiple sites / entities to meet service level targets

Coordinate and interact with internal and external partners regarding real-time performance, making adjustments to balance and meet operational goals within specified ranges

Answer the phone, email and / or WFM chat in a timely, welcoming, and professional manner

Process administrative requests related to agent schedulestimely & accurately

Operational Support

Develop and maintain the structure, systems, and procedures to forecasting and planning, production capacity, staff planning, and intra-day management

Present analytical reporting using available data understanding the needs of stakeholders at differing levels of authority (from agent to executive team)

Maintain data records including workday as necessary and assist with LMS and other training / meeting requirements as well as payroll

Lead daily staffing review meetings with management detailing previous and current performance

Must maintaina high level of confidentiality with employee records, projects, and other company restricted information

Cost & Performance Expectations

Achieve daily service level obligations for multiple lines of business while minimizing employee labor costs.

Optimizes FTE and Staffing expenses to reduce cost per call and increase agent utilization

Ensure accurate reporting of key business metrics throughout Customer Care and compile data on current trends incorporating key business drivers, initiatives, and changes in assumptions

Execute timely and appropriate actions to balance staffing levels, including making decisions on offering voluntary time off and overtime.

Last updated : 2024-04-24