Location: Idlewild Ave, Tampa, FL
Reporting to: Sr Mgr, Operations
Works to improve workforce management effectiveness by managing the processes of scheduling, budgeting and forecasting in the Customer Service Department. A strategic leader for the command center as it relates to process improvement and implementation of new tools. Oversees and performs cost/benefit and other financial analyses related to the evaluation of vendor proposals and management decision making.
- Provides oversight of staff which will provide ongoing operational analysis of call center operations, advance planning and scheduling while identifying and implementing changes as necessary to improve the level of quality and efficiency as measured by key business indicators (cost per call, cost per member, service level, occupancy, etc)
- Documents, implements and constantly improves procedures, templates, and policies as well as defines status reports (DBR) and charts to communicate with management and other groups concisely and consistently.
- Identifies and partners with the customer service management team to implement innovative and timely labor management in all queues to maximize service levels.
- Oversees and has a thorough knowledge of specialized software tools to manage and forecast staffing levels for multiple call centers - e.g. IEX.
- Partners with Call Center Director and senior management to accurately forecast call volumes, analyze historical call volume; project budgetary expenses, determine future costing and assist with training and new hire numbers
- Oversees the analysis of call center performance history to determine optimum off production activities as well as shrinkage and occupancy goals.
- Partners with the Quality Team to ensure technology being utilized is working effectively and that the labor is managed to provide ample time for agents to get feedback on performance from the Quality reviewers.
- Identifies necessary projects that are required from a telecom perspective and works with technical staff on successful implementation.
- Determines maximize call flow for the most efficient disposition including the use of IVR, web, etc.
Special Skills (e.g. 2nd language):