Monitor all issues that impact service levels and take actions to resolve or reduce the impact. Notify support teams as required. Perform operational and oversight responsibilities as required to ensure all SLAs are met. Evaluates facts surrounding schedule adherence, scheduling and workforce management functions including operational situations which can impact productivity such as tool or system outages.
3+ years of experience in an English contact center environment
2+ years previous experience in a Workforce Management role as a RTA or Analyst
Proven experience with Aspect and/or IEX
Proven strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment
Ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders
Demonstrates high degree of ability to analyze data, using the data to drive decision making and implement effective resolutions
Proven ability to build relationships quickly.
Demonstrates Decision Making/ Complex Problem Solving- proactively gather the right data from appropriate sources, probe/consider all of the facts, considers other perspectives; conduct root cause analysis; refer to long term plans and goals; prioritize key factors; act decisively, promptly and confidently
Advanced skills using Microsoft Excel in a business environment