Specialist, Real Time Adherence
We are currently recruiting for a Real Time Adherence Specialist to join our Call Centre on a FULL-TIME basis, who can do the following for our customers:
Managing all in-bound call, email & chat distribution across all operations sites, including the management of all queues for Level 1, level 2, email and chat channels.
A Day in the Life
•Managing all in-bound call distribution across all operations sites. This includes the management of all queues for Level 1, level 2 and email and channels.
•Monitor intra-day call volume to ensure call volume is compliance to forecast agreements
•Maintain KPI goals on a daily, monthly basis with respect to SL, ACR, OCC, AHT etc.
•Conduct daily morning, afternoon touch points with all sites to confirm staffing, adherence to the schedule
•Monitor Real Time adherence, call statistics & communicate with Supervisors to ensure on/off phone activity is managed efficiently throughout the day.
•Monitoring of sick line, tardiness, etc. & entering Real Time exceptions into scheduling tools (absences, tardiness, meetings, projects, coaching, overtime, etc…)
•Generate & communicate off phone activity reports, staffing issues, performance measures & call statistics to appropriate members of management.
•Work closely with the Team Manager, Workforce Manager, Operations Manager to ensure alignment on a daily basis
•Raise concerns, areas of opportunity, gaps in coverage as needed.
•Exercise ownership for all reported issues, and follow-through by engaging the appropriate resources as needed and drive closure.
•Daily monitoring, testing of all customer facing tools i.e. Website, IVR and retail channels
•Maintenance and troubleshooting of CMS, Avaya, Contact Store and other various reporting tools, including access management
•Assist with on boarding and off boarding of new agents
•Monitor and identify agent behavior, trends and alert Team Managers, Leads where required
•Manage and maintain in house agents attendance, vacation and payroll
•Preparing hourly, daily, Weekly and Monthly Reports for Call Centre KPI’s, projects and ad hoc reporting
•Respond to all planned / unplanned outage notifications by assessing impact, notifying stakeholders, taking appropriate steps (site notifications, IVR up-front messaging etc.) within a designated timeframe.
•Recommend, develop and improve processes to maintain the highest level of customer satisfaction and accuracy
•Remain up-to-date on departmental (and corporate) policies, procedures, standards, products and services.
•Other duties requested by Workforce Manager
Skills and Competencies
•Team Work – able to work independently and as part of a team. Flexibility to work rotating shifts between Monday to Sunday 7:30AM to 1AM as required
•Problem Solving – analytical, highly adaptive and responsive
•Communication – Communicates information timely, providing clarity and direction. Comfortable communicating with all operational sites and upper management
•Cooperation – pleasant with others on the job and displays a good –natured cooperative attitude
•Reliability – being reliable, responsible with ability to deliver results in a fast paced and dynamic environment
•Service Orientation–sensitive to others’ needs and being understanding and helpful on the job. create solutions that are in the best interest of the organization
•1 to 2 years of experience in related experience
•High School required: bachelor’s degree strongly preferred.
•In-depth familiarity with contact center operations is essential.
•Experience with workforce management tools (e.g. Blue Pumpkin, Verint, IEX, Witness, Impact 360), Avaya, MS Office.
•Minimum of 3 years of related experience or combination of experience & education.
At Shaw we believe an inclusive workforce fosters diversity of thought and perspective, and our different perspectives create better solutions We invite all qualified individuals to apply.
This position requires the successful completion of a criminal background check.
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