Responsible for analyzing contact center trends, volumes, arrival patterns, etc. to create mid-term forecasts to guide activities of workforce specialists and analysts to manage SLAs and labor costs. Accountable for team configuration, evaluation/changes for agent skills and assist business leaders in operational decisions impacting customer contacts
Analyze contact center trends. Updates capacity plan inputs for assigned segments and provides input into monthly and annual budget forecasts. Maintain active forecasts and hire plans for assigned segments. Execute on-site staffing options and cross-team agent skilling and "loan" plans. Maintain agent shift preferences and complete periodic shift analysis and realignment.
Create and maintain short and mid-term intraday service plans. Make tactical adjustments based on same/near-day schedule requests, team-wide initiatives such as mandatory training, and changes to trends. Prioritize competing priorities and work with segment leaders and support teams to manage intraday service plans against business needs.
Develop and maintain call queues, skill sets and call skill routing and priorities, in partnership with the telecom team. Initiate telecom requests for IVR updates (e.g. adding BCs), routing sets, call type prioritization, direct transfer numbers, etc. as need to effectively route customer contacts to the best set of resources.
Develop reports and inputs for use in the capacity planning and resource management processes. Initiate regular tactical analysis of forecasts and drivers against business needs and budget assumptions. Highlight areas of risk, and recommended improvements.
Develop and maintain advanced knowledge of workforce management system features and functions. Recommend system approaches to fulfill job functions. Resolve workforce management system issues that impact team performance.
Basic Qualifications
Education and Experience: HS/GED and 2 years or Associates Degree.
Knowledge of contact center key performance indicators, workforce management tools and principles. Knowledge and understanding of project management methods. Advanced Excel skills.
Preferred Qualifications
Education: Bachelor’s degree with concentration in mathematics
Experience: 2-4 years of Workforce Management, contact center management or budgeting functions.
Strong analytical and mathematical skills.
Additional Basic Qualifications:
Must be 18 years of age or older
Benefits
In line with our commitment to employee wellbeing, our total rewards benefits package is designed to support the physical, financial, and emotional health of our employees, tailored to meet their unique and evolving needs. Our approach considers our employees’ whole selves, ensuring they can thrive both in and outside of work. Here are some of the benefits we offer, which may vary based on role, location, or hours worked:
Healthcare (Medical, Dental, Vision)
Paid Time Off, Volunteer Time Off, and Holidays
Employer-Matched Retirement Plan
Employee Stock Purchase Plan
Short-Term and Long-Term Disability
Infertility Treatment, Adoption and Surrogacy Assistance
Tuition Reimbursement
These benefits are designed to enhance the health, protect the financial security, and provide peace of mind to our employees and their families.
Deluxe Corporation is an Equal Employment Opportunity employer:
All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, disability, sex, age, ethnic or national origin, marital status, sexual orientation, gender identity or presentation, pregnancy, genetics, veteran status or any other status protected by state or federal law.
Please view the electronic EEO is the Law Poster which serves to inform you of your equal employment opportunity protections as part of the application process.
Reasonable Accommodation for Job Seekers with a Disability: If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to [email protected].
What We Do
We help enterprises, small businesses and financial institutions deepen customer relationships through trusted, technology-enabled solutions. Here at Deluxe, we help you unlock your potential so that your business successfully grows and thrives which positively impacts our communities all around. Our innovative payments, data and marketing solutions help you Accelerate Growth, Enable Payments and Empower your SMB Relationships. Accelerate Growth – With us, we propel your business forward with data-driven customer acquisition and multi-platform marketing toolkits; accelerate customer acquisition through our targeted data driven marketing campaigns and build brands through our customized, brand compliant web storefronts, promotional products, print services, and retail packaging services. Enable Payments – Our technology solutions enable you to send and process payments more easily. With us, you can optimize your order to cash processes with Lockbox, integrated receivables and bill pay, as well as improve your payer and payee experience with our secure and convenient check products and flexible digital payments. Empower Small Business Relationships – We help empower your small business with tools to start, run, grow and operate the business. We help increase revenue with promotional products, data driven and print marketing and retail packaging as well as support in managing income with our checks and forms, digital payments, and remote deposit capture. We also assist in protecting and branding businesses with logo design, trademark filings and websites and hosting services along with assisting in managing HR and Operations using our incorporation services, and payroll and human capital management. Unlock your potential: www.deluxe.com
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