Customer Care Workforce Management Specialist
POSITION SUMMARY
Conducts planning and analysis on staffing and scheduling needs using standard workforce management best practices and methodologies; supports the development modeling utilizing relevant performance and productivity metrics; ensures optimal staffing levels are delivered to meet contractual obligations and established service level and response time performance objectives for multiple Customer Care teams.
PRIMARY OBJECTIVES AND RESPONSIBILITIES:
- Analyzing center and agent historical performance; generating and overseeing schedules and schedule adherence; preparing and distributing intraday operational and client reporting; monitoring WFM key performance indicator (KPI) metrics to ensure all goals are being met.
- Real-time monitoring of Customer Care demand and staffing variations.
- Uses solid understanding key business indicators such as response time, efficiency, occupancy, and optimization metrics and productivity to make best decision in the moment
- Responsible for forecasting, monitoring, and analyzing workforce and staffing needs.
- Work closely with the Customer Care management team to implement and maintain staffing and scheduling strategies which address both staff retention and workforce management goals.
- Creates optimal schedules and real-time adherence management to support Customer Care team operations during peak volume intervals
- Monitors time-off planning for team vacations and trainings.
- Compiles, distributes, and analyzes daily, weekly, and monthly Customer Care team efficiency and performance reports focused on Customer Care team metrics (Such as: productivity, average speed of answer, average talk time, average handle time, adherence, conformance, abandonment rate, offline time, absenteeism).
- Matches staffing to workload arrival patterns, planning schedules, maintaining accurate staffing data, assisting with long-range staffing plans, handling multiple tasks aimed at meeting/exceeding ongoing service level and occupancy/conformance objectives
- Administer the setup, utilization, and maintenance of WFM software and ACD reporting for each program.
- Serves as a point of contact with Customer Care management for staff and operational issues that could impact the achievement of real-time performance goals.
- Coordinates with other departments when service outages occur that impact the staff’s ability to answer and service customers to minimize work stoppages.
- Identify and participate in process improvement initiatives that improve the customer experience, enhance workflow, and/or improve the work environment.
- Other core expectations as defined and requested by your direct supervisor/manager.
QUALIFICATIONS:
- Four-year degree is preferred or 5 or more years of experience with workforce management and contact center.
- High degree of accuracy and attention to detail, with the ability to organize simple and complex tasks.
- Ability to make agile judgement decisions based on ambiguous situations contact center performance conditions
- Solid understanding of prescriptive and descriptive analysis, predictive analysis, fundamentals of statistics, forecasting and data architecture
- Confident making decisions in ambiguous situations without specific direction on how to reach a solution
- Working knowledge of contact center Customer Service methods, practices and experience working in a 24/7 operation, requiring multiple schedules for different roles.
- Flexibility to be scheduled required to support a 24x7 contact center (open schedule availability for 1st, 2nd or 3rd shift)
- Ability to work with cross functional teams is a plus
- Excellent written and verbal communications to be able to work with all levels of the Customer Service Organization clearly concisely from agent to Senior Leadership
- Health care industry knowledge preferred.
KNOWLEDGE, SKILLS AND ABILITIES:
- Strong Communication Skills: Conveys information to Customer Care team in a clear, compelling way that will positively affect their thoughts and actions.
- Business Savvy: Easily identifies reasons for problems and can find effective solutions. Capable of facilitating discussions between individuals with differing perspectives. Committed to meeting quality standards. Solves complex problems by gathering and analyzing information and evaluating options.
- Product Knowledge: Solid knowledge of all products and solutions for the company, including competitive products. Ability to understand product features and benefits to support the Customer Care team. Understands the market, the customer and competition; applies independent judgment to recommend products for a given customer's situation
- Organization Skills: Ability to balance multiple priorities, objectives, and customer obligations in a fast-paced and ever-changing environment. Plan and organize work to meet changing priorities and deadlines. Applies time management skills critical to success. Ability to work in a fast-paced and ever-changing environment. Perform highly detailed work on multiple concurrent tasks, work with constant interruptions.
- Relationship Building and Influence Ability to interact effectively and diplomatically in all areas of employee relations, always projecting a professional image in keeping with the company's goals and objectives while exercising the highest degree of confidentiality. Establish and maintain cooperative working relationships with those contacted in the course of work.
- Strategic Vision: Understands company's vision and mission linked to direct application of methods and plans to accomplish sales strategy. Implements strategy and may lead team members to accomplish objective
- Computer skills: Proficient in Microsoft Office Suite, including manipulating data, creating reports, visualizations, and presentations from scratch.
This job description in no way states or implies that these are the only duties to be performed by the employee in this position. It is not intended to give all details or a step-by-step account of the way each procedure or task is performed. The incumbent is expected to perform other duties necessary for the effective operation of the department and the company.
It is the policy of Agiliti to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender identity, sex, sexual orientation, national origin, age, physical or mental disability, genetic information, marital status, status as a veteran, military service, or any other characteristic protected by applicable federal, state, or local civil rights laws. In addition, Agiliti will provide reasonable accommodations for qualified individuals with disabilities. Agiliti strictly prohibits any form of retaliation against individuals who make good faith reports of alleged violations of this policy or who cooperate in Agiliti’s investigation of such reports.
Affirmative Action Policy Statements
You may be required to obtain certain vaccinations, or provide proof of current vaccination status, based on customer and/or company requirements. If vaccination is required, Agiliti will provide specific directions and cover the expense at a participating clinic. Please note, this includes the COVID-19 vaccination.
Agiliti is an equal opportunity employer and provides reasonable accommodations to employees and applicants consistent with state and federal law.
If you require assistance with your application, please contact [email protected].