Holds direct accountability for Contact Center service levels managing approximately 250 phone agents for Customer Service, PST, Agency, IB and OB Sales. Responsible for monitoring the Contact Center staffing and workload on a real-time basis to identify the need for any adjustments, then create and execute plans for correction. Monitors call queues to ensure call routing systems are utilizing proper distribution rules and manages the queues via profile and workgroup changes. The Contact Center hours vary by department, is a one-site operation, with a mixture of onsite, work-at-home, full-time, part-time and third-party employees.

What you will do:

• Manages multimedia intraday strategy to meet agreed upon SLA's in collaboration with Sr. WFM team; managing multiple modes/channels such as calls, emails, webchat, predictive dialer, back office, artificial intelligence (AI), etc.
• Monitors and reports key performance indicators for all cohorts, including Average Speed to Answer, Abandon Rate, Waiting for Call, Surge (calls answered in foreign workgroups), Agent Utilization, and Shrinkage. Acts within established parameters to ensure KPI's are met by employing immediate remediation steps. Provides direction to supervisors on when agent activities should be scheduled or rescheduled, or agent resources should be reallocated in order to meet Contact Center service level objectives while simultaneously balancing against improving agent performance. Interacts with agents, supervisors and managers as needed to communicate same.
• Develops accurate short- and intermediate-term workload forecasts. Determines workforce requirements to meet service level and response time objectives. Determines and creates agent schedules to meet Contact Center objectives. Adjust schedules based on workload/ forecast shifts. Serve as initial point of contact for all issues regarding agent schedules. Processes day-off requests. Updates systems with real-time shift adjustment information. Identifies efficiency opportunities and recommend changes to normal scheduling options.
• Produces and distributes audience-relevant reporting to/for agents, supervisors, managers, and executive staff related to ACD operations, predictive dialer operations, and staffing.
• Performs other duties as assigned.
• Complies with all policies and standards.

• High School Diploma (Required) and
• Associate's Degree (Preferred)
• At least 1 year of hands-on experience in a high-volume contact center with a high level of customer focus. (Required) and
• Proven professional experience and aptitude to address escalated scheduling issues with a positive outcome. (Required) and
• Proven experience interacting effectively with contact center agents, supervisors, and management personnel. (Required) and
• Proven experience analyzing, interpreting and summarizing complex data. (Required) and
• Proven experience with WFM scheduling software for forecasting and scheduling agents to handle customer interactions. (Required) and
• Proven experience presenting reports, forecasts, trends and recommendations to contact center team. (Required)
• Demonstrated strong math aptitude.
• Demonstrated ability to be flexible, follow tight deadlines, organize and prioritize work.
• Demonstrated ability to understand business needs and translate into relevant business requirements.
• Demonstrated understanding and functional usage of telephony technology including, but not limited to phone line messaging and routing, skills-based routing, KPI reporting and scheduling.
• Proven excellent communication skills, verbal and written.
• Proven to be a self-starter and have the ability to work independently.
• Able to work evenings and Saturdays on rotation, on-call as needed for exception circumstances.
• Advanced proficiencies in Microsoft Excel and PowerPoint.
• Maintains and retrieves work from Teams and SharePoint.
• SWPP Associate Certification in Managing Daily Staffing a plus. Upon Hire (Preferred)

Work Setting/Position Demands:

• Works in an office setting and remains in a stationary position for long periods of time while working at a desk, on a computer or with other standard office equipment, or while in meetings.
• Requires the ability to verbally communicate and exchange accurate information to customers and associates on a regular basis.
• Requires visual acuity to read and interpret a variety of correspondence, procedures, reports and forms via paper and electronic documents, visual inspection involving small defects; small parts, and/or operation of machinery (including inspection); using measurement devices continuously. Visual acuity is required to determine accuracy, neatness, and thoroughness of work assigned.
• Requires the ability to prepare written correspondence, reports and forms using prescribed formats and conforming to rules of punctuation, grammar, diction, and style on a regular basis.
• Requires the ability to apply principles of logical thinking to define problems, collect data, establish facts, and draw valid conclusions
• Performs substantial movement of wrists, hands, and fingers for continuous computer work.
• Extended hours required during peak workloads or special projects/events.

Travel Requirements:

• Travel: may require working travel for position-relevant training classes.