Contact Center Real-Time Specialist

Northwestern Mutual•Franklin, WI

About The Position

Summary: Responsible for the execution of real-time resource planning practices and processes to ensure business results are achieved. Manages intraday schedules that optimizes staff to meet customer demand. Consults with leadership and the Command Center team through the day to allocation resources as efficiently as possible. This individual analyzes key business data and articulates meaning to leadership in huddles and intraday touchpoints.

Requirements

Bachelor's degree in business or related field or equivalency and/or equivalent work experience.
Minimum of 2 years of workforce management experience required, preferably in intraday work
Stamina to work in a fast-paced and team-oriented environment.
Ability to work primarily between the hours of 7:00am-6:00pm CST or as needed work a split shift between the hours of 7:00am-6:00pm CST to respond to business needs. At times, may be required to work holidays or weekends when the Contact Centers are open.
Excellent verbal and written communication and interpersonal skills including the ability to comfortably communicate with various levels of leadership.
Highly self-motivated and self-directed with the ability to balance multiple assignments without close supervision and maintain composure under pressure.
Strong analytical abilities in decision making and problem solving.
Proven ability to understand overall Company and lines of business needs and challenges.
Ability and initiative to learn and apply new information rapidly
Proficiency in Microsoft Office, including Excel, PowerPoint, and OneNote

Nice To Haves

Experience with Verint, Five9, Zendesk, Intradiem, and/or Slack a plus.

Responsibilities

Monitors and responds to real-time contact center volume traffic for multiple lines of business.
Consults with business leaders to reallocate resources throughout the day.
Detects and reports on trends with intra-day performance that may impact business results.
Facilitates huddles to discuss prior day business results, while highlighting key insights and data trends.
Consults on current day projections and provides actionable recommendations to business leaders.
Responsible for the accurate execution and delivery of regular Command Center reports
Leads phone queue assignments and priorities, modifying throughout the day as needed and making other adjustments according to business need.
Monitors Intradiem and reports irregularities or issues to the Intradiem Consultant
Ad-hoc requests/projects.
Additional duties and responsibilities as assigned.