Training Manager - KGN

JOB TITLE: WFM Real Time Analyst Supervisor
REPORTS TO: WFM Real Time Manager/Director

JOB SUMMARY:

Supervises the Real Time team & ensures efficient, effective, consistent, & analytical approaches are followed during the planning & execution stages of the daily/weekly/monthly call center operational plans to achieve optimal client performance & company profitability. Coordinates studies & implements new processes / procedures. Oversees the activities of team members focusing in delivering service & support to Clients. Responds to complex, escalated enquiries; & checks the work of others to ensure projects are conducted effectively & recommendations & reports are accurate & timely. Prioritizes & assigns tasks to ensure that the team's resources are used effectively & that work schedules & targets are met.

Essential Functions:

• 35%- Oversees efficient working of Real Time personnel & maintain knowledge on all job functions & administer all business requirements to ensure achievement of all business objectives.
  • Organizes & conducts all staff meetings for project reviews & supervises their team, analyzes all customer requirements & develops solutions for same
  • Implements all strategies & supervises efficient working of all staff & prepare orientation / onboarding programs for all new employees & ensures compliance to all deadlines
  • Oversees efficient working of their team & maintains knowledge on all job functions & administers all business requirements & ensures achievement of all business objectives
• 20%- Prepares & coordinates contact center operational plans & works with call center partners to develop optimization strategies & loss mitigation. Leads team to evaluate rolling 3 days at a minimum up to 14 days in the future to understand weekly trends and appropriate actions to address risks
• 10%- Ensures business continuity & monitors KPIs for their assigned programs. Provide continuous support & serves as back up for workforce management leadership as required
• 10%- Leads real time team in monitoring, scheduling adjustments & attendance line management. Duties in this role include internal & external (client) communication of current status, changes &/or action plans for restoration. Acts as liaison between all partner groups, facilitating coordination of response
• Coordinate with various departments to design all management reports, projects & administer everyday activities & ensure compliance to all deadlines
• 10%- Conducts regular audits to ensure quality of data from the phone switch & data in workforce management systems to prepare call center operational plans around forecasting & scheduling
• 10%- Collaborates with department personnel & designs innovative solutions for issues
• Partners with operations, training, quality, recruiting, HR, IT & facilities to coordinate staff movement
• 5%- May perform other related duties & responsibilities as assigned &/or required

Skills, Knowledge & Abilities:

• Ability to read, analyze & interpret data as well as excellent written & verbal communication skills with the ability to effectively communicate & interact with all levels of personnel within the organization, including presenting information & responding to questions from GWFM internal & external customers.
• Ability to identify & properly handle complex issues requiring a high level of expertise in making recommendations & decisions.
• Skill in establishing & maintaining effective working relationships.
• Advanced working knowledge of Microsoft Excel, Word, PowerPoint & other programs as required.
• Advanced working knowledge of mathematical fundamentals: fractions, percentages, ratios & practical situations.
• Advanced analytical & problem-solving skills.
• Able to work independently with efficient time management skills.
• Strong working knowledge of scheduling software packages such as eWFM, IEX, Verint, etc.... is a required.
• Strong working knowledge of switch technologies such as Avaya, Meridian, Aspect, Rockwell, etc....is a required.
• Ability to adapt to changing priorities, meet deadlines & work well under pressure.
• Ability to be able to transfer learned knowledge to others within the team, to OPS, to our Client, to Agents, etc. ...
• Ability to exercise initiative & judgment as well as make decisions within the scope of assigned authority.

Education Or Formal Training:

• High School degree or GED is the minimum.
• Associate degree or Bachelor's Degree from a certified College or University is strongly recommended.

Experience:

• Thirty (30) months minimum experience is required within a Real Time role or equivalent WFM role.
• This is an entry level Supervisory role yet previous Supervisory experience is a plus.

Note: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.