Role and KEY RESPONSIBILITIES
- Intraday real time monitoring of service levels for all queues at all sites 24/7/365
- Real time monitoring of associates performance from all teams at all sites
- Real Time updates on Service Levels, Contact data, and other KPIs
- Drive real-time impacts to staffing for both internal and outsourced teams vs. requirements metric goals
- Communicate and call out changes to incoming contact patterns to operations and the broader WFM team
- Have a real time communication with the WFM team and operations when call outs or changes need to be done (Agent States, queue conditions, weather)
- Support changes within routing profiles to move associates as needed
- Update and send reports related to the performance of each site including but not limited to shrinkage, occupancy, other KPIs and NPT usage
- Build and maintain strong relationships with key stakeholders from all sites to ensure shared objectives are met
- Review and work TTs assigned to the WFM team that require real-time assistance to different stakeholders
- Review and process VTO/PTO/OT/Non-Prod time requests in real-time
- Provide assistance to the WFM team as needed.
Key Skills & Knowledge
- IEX WFM – and other Workforce Scheduling tools. (Admin, setup, use, updated, edits, reporting
- Graduate with 3+ years contact center experience and Good Communication Skill
- MS Office – Excel, PowerPoint, Word, Access, Outlook, etc.
- InContact/Oracle – ACD and other ACD platforms to support multi-channel Environment – (Voice/Chat/Email/SMS)
- 2+ years’ Workforce Experience (RTA or greater)
- Good knowledge of the call center industry.
- Good understanding of the financial impact of all decisions made within the Command Center (i.e.; system downtime; overtime; home early; utilization; percent answered; etc.).
- Knowledge of ACD and Call Center Workforce applications - preferred.
- Strong oral and written communication skills.
- Proficient in Microsoft Office.
- Ability to multi-task, prioritize, and meet timelines of deliverables.
- Self-starter, sense of urgency, and works well under pressure.
- High attention to detail, sense of professionalism and ability to develop relationships
QUALIFICATIONS
- Graduate
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What We Do
Ascensus helps millions of people save for what matters—retirement, education, and healthcare. We’re also one of the savings plan industry’s leading providers of outsourced services. Our technology, market insights, and business knowledge enhance the growth and success of our partners, their clients, and savers.
Ascensus is the largest independent recordkeeping services provider, third-party administrator, and government savings facilitator in the United States. For more information, visit ascensus.com.
