Job closed
Job description / Role
Description:
- Monitors intraday performance of call volume and staffing levels across multiple locations to ensure ongoing service performance is maintained.
- Identifies and responds to periods which require remediation tactics (e.g.adjusting schedules, canceling offline activates, posting extra hours).
- Monitors, records, and escalates real-time schedule adherence impacts including tardiness, absenteeism, and other schedule deviations.
- Recognizes and initiates escalation process for systems outages and submit problem tickets to the help desk.
- Initiates appropriate tactics to ensure service levels are maintained.
- Adjusts routing schemes and realign resources to optimize coverage and service based on skill set and priority across multiple sites.
- Coordinates with outsourced service providers daily to ensure staffing performance is meeting or exceeding acceptable standards.
- Provides feedback, analysis, and reporting of relevant trends, such as call performance stats, call arrival patterns, staff productivity, attrition rates and resource allocation.
- Performs other duties as assigned.
- Collect, process and analyze data and information sources which influence key workforce metrics, trends and patterns that can include volume, handle time, shrinkage, attrition and overall staffing
- Monitor and adjust staffing, schedules and activities to ensure proper servicing metrics are achieved
- Provide post analysis on prior days to determine key drivers and impacts as well as actions to mitigate future risk
- Demonstrate professional behavior, team work, punctuality and dependability while adhering to company policies and procedures
Requirements
Requirements
- 3-4 years of workforce management experience or equivalent experience
- Working knowledge of SQL, Tableau, Hyperion or other BI and modeling tools
Essential Skills
- Microsoft Office skills, including Excel, Macros is a MUST
- Good knowledge of SQL
- Strong command of English written, spoken and listening
- In-depth knowledge of call center statistics and technology is a MUST
- Strong multi-tasking, problem-solving, and analytical ability.
- Strong organizational and time management skills.
- Ability to grasp new concepts and ideas quickly.
- Strong written and verbal communication skills.
- Thorough and detail oriented.
- NICE IEX/WFM/Elastix application experience is a plus
- Strategic planning, problem solving, analytical skills and the ability to balance multiple tasks simultaneously
- Strong attention to detail
- Excellent oral and written communication skills
- Excellent interpersonal skills and integrity with strong customer service skills
- Willing and able to work a flexible shift to meet the operational needs
- Maintain regular and reliable attendance
- Understanding of ACD and workforce management reporting.
- Understanding of cloud-based (virtual) and skills-based call routing.
Benefits
- Negotiable
About the Company
Founded in 2012, with a cloud technology platform and digital-only approach, Fetchr was born to disrupt the traditional supply chain model.
Fetchr understands what it takes to succeed in the rapidly changing digital world we operate in today.
That’s why our positioning, predictive and machine learning technologies are so uniquely equipped to meet the transport and shipping demands of the generations.
Agility, flexibility, reliability and service customization are part of the Fetchr DNA.
Joining the Fetchr logistics family ensures a seamless brand experience throughout the journey.