John Clements

Job Description

Key Accountabilities:

General Responsibilities:

• Responsible for monitoring multi-site real time adherence, logging adherence issues, monitors absent line, coding real time schedule changes in Verint and reports system outage/ down time
• Ensures that calls are handled meeting SLA’s by checking, reviewing and flagging auxillary activities of agents who are scheduled to be taking in calls on a daily basis but are showing out-of-adherence
• Actively manages volumes across sites to ensure optimal staffing levels
• Handles schedule adjustments, process/approve agent VL applications, swap requests, overtime requests (based on need), offline activities and plot exception segments into the workforce tool on a daily basis
• Communicates work schedules, monitor max waits for various call queues for the Canadian Division Contact Centre and queue performance for CGB
• Monitor and report leave allocations to workforce management team that may trigger changes in staffing plan and schedules
• Works with leaders and site managers to ensure adequate staff, maintain consistency of procedures and policies followed by CSP’s regarding Adherence and Conformance
• Act as a single point of contact for WFM in MBPS Manila and Cebu regarding system downtime that impact production. Tracks and reports issues and resolution/recommendations with the guidance and directive of WFM Team.
• Attend to email inquiries and participate in activities, including Ad hoc tasks, designed to improve customer satisfaction and business performance
• Create accurate and timely reports that reflect the Service Level performance
• Identify best practices and optimize the use of department technology to improve division efficiency and effectiveness

Minimum Skills Requirement to Hire:

Internal Applicants

• Minimum tenure of one year in current role
• Less than 2% Sick Leave Utilization in the past 6 months
• Consistently meets or exceeds individual performance goals in  the past 6 months
• No Disciplinary Actions in the past 6 months
• Previous related work experience as Workforce or Real Time Analyst in a multi-site environment is preferred

Performance and Competency Requirements

• Excellent working knowledge of call center operations, metrics and related technology
• Knowledgeable in WFM Tools such as Verint Impact 360 ver 11, Avaya IQ
• Proficiency in MS applications including Excel and Access including other relevant software
• Completed Basic Excel Training, WFM Track and/ or WFM for Leaders with relevant output deployed post training
• Strong PC skills with the ability to toggle between multiple applications  within Citrix
• Excellent relationship management and negotiation skills, including conflict resolution. Ability to perform extensive job requirements in high pressure environment with little supervision
• Attention to detail and the ability to identify trends and best course of remedial action to support service delivery

Minimum Skills Requirements to Go-live:

• Knowledge of Canadian Contact Centre Operation processes
• Knowledge of tools and resources utilized by the Workforce Team
• High level of mathematical, statistical and analytical skills
• Prepares well-composed oral and written reports and presentations for management and business unit audiences      
• Demonstrated knowledge of relevant responsibilities of the role such as service level monitoring; queue, skillset and call allocation management driven, daily approvals/exceptions, etc.
• Knowledge of system issue escalation procedures.