Associate Manager, Intraday Workforce Management

CVS Health•Woonsocket, RI

3d•$46,988 - $112,200

About The Position

The Workforce Management Real Time Associate Manager is accountable for monitoring and managing call queues to maintain appropriate service level performance. This includes monitoring Five9 call queues for book of business, dedicated or designated clients, and strategic partners. Adjusting queue allocations and providing recommendations as needed. Also accountable for monitoring agent adherence and communicating with operations leaders regarding agent outliers. Create and maintain real time Playbooks to better coordinate with operations, Workforce Scheduling and Vendor Management to implement tactics dependent on-line of business performance or service impacting events. Accountable for providing same-day recommendations regarding schedule adjustments to optimize inbound service level performance and agent occupancy. Maintaining agent skilling profiles within NICE IEX TotalView and Five9, ensuring skilling script accuracy. The Workforce Real Time Team is the main communication coordinator for any service impacting event, including internal site and vendor impacts. The Workforce Real Time Manager will need to engage operations leaders, vendor management and client management to coordinate resolution between impacted parties. Position requires collaboration with cross-functional contacts to deliver on responsibilities critical to the success of the organization. Outstanding analytical and critical-thinking skills are required as well as a proven track record of successful change management implementation. Developing, coaching, and providing direction to the workforce real time coordinators to maintain standards. Develop and implement standard operating procedures to regularly audit data and process accuracy.

Requirements

3 to 5 years experience in Workforce Management

Nice To Haves

Bachelor’s Degree

Responsibilities

Monitoring and managing call queues to maintain appropriate service level performance.
Monitoring Five9 call queues for book of business, dedicated or designated clients, and strategic partners.
Adjusting queue allocations and providing recommendations as needed.
Monitoring agent adherence and communicating with operations leaders regarding agent outliers.
Creating and maintaining real time Playbooks to better coordinate with operations, Workforce Scheduling and Vendor Management to implement tactics dependent on-line of business performance or service impacting events.
Providing same-day recommendations regarding schedule adjustments to optimize inbound service level performance and agent occupancy.
Maintaining agent skilling profiles within NICE IEX TotalView and Five9, ensuring skilling script accuracy.
Engaging operations leaders, vendor management and client management to coordinate resolution between impacted parties during service impacting events.
Developing, coaching, and providing direction to the workforce real time coordinators to maintain standards.
Developing and implementing standard operating procedures to regularly audit data and process accuracy.