• Ensure that Company's Customer Experience teams meet all of our SLAs in responding to our customers in a promptly manner.
• Monitor real-time queue and to work closely with multiple vendor partners to meet Key Performance Indicators (KPI)
• Manage the daily/intraday performance reports and update status to Leadership
• Manage daily and intraday schedule adherence
• Analyze past call volume, interval arrival patterns and staffing patterns
• Re-allocate inbound volume and staffing assignment (if needed)
• Encode exceptions on the WFM tools.
• The point of contact for any additional in-center pullout requests internally and from different vendors .
• Communicating any real-impacts (outages, influxes in volume, vendor issues)

Skills:

• Passionate about delivering an excellent Customer Experience
• Minimum of 1 year of relevant experience in Workforce Management / Operations - Expertise in real-time management, reporting and has background in scheduling and capacity planning.
• Proficient in the use of workforce management tools Able to work with large amounts of data to identify trends and patterns.
• Specialist in spreadsheet tools like Excel and Google Sheet.
• Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization.
• Excellent written and verbal communication skills required
• Able to proactively collaborate with other departments to seek opportunities for improvement of resource utilization, and provide input on performance.

Nice to haves:

• Experience using BI tool such as Looker and Salesforce.
• SQL experience a plus
• Experience meeting with and presenting information to senior leadership.