Disputes Real Time Workforce Consultant

Velera

8d•$17 - $22•Remote

About The Position

The Disputes Real Time Workforce Consultant will coordinate current day Operations Division staffing to improve efficiency and productivity while supporting outbound services and new services as they develop. This role requires flexibility with schedules as business needs demand, allocating agent resources to ensure service level standards are achieved using various call management applications. The consultant will identify and coordinate productive and non-productive activities such as lack of work (LOW), overtime, meetings, training, and special projects, while monitoring schedule adherence to ensure proper volumes are worked. Maintaining communication with the team Forecaster and Scheduler regarding intraday performance needs and changes is crucial. The role also involves relaying accurate technical interruption/outage information to appropriate support departments and escalating to management, recognizing and reacting to drastic changes in work volume trends, and supplying recommendations to management for short-term staffing needs due to adherence and absenteeism issues. Additionally, the consultant will supply management with timely and accurate service level reporting, accumulate, manage, and present information pertaining to the Operations Division using appropriate hardware/software, and maintain and analyze daily, weekly, and monthly reports. Ensuring maximum efficiency and fulfilling staffing requirements by utilizing scheduling software, and analyzing and reporting analyst trends in performance information to supervisors and management are key responsibilities. Other duties as assigned.

Requirements

Associate’s degree in related field or equivalent combination of education and experience required.
Minimum two (2) years' experience in call center or disputes operations environment required.
Minimum (2) years' experience working with Workforce Management concepts preferred.
Contact Center or Disputes Operations real time management experience preferred.
Knowledge of scheduling software, such as NICE WFM preferred.
Advanced knowledge of PC MS Windows-based software required with strong proficiency in Word, Power BI, Qlik, and Excel spreadsheets applications.
Experience with disputes applications such as First Disputes, Actone, Resolution Center and associated reporting systems preferred.
Strong analytical, professional, organizational and time management skills required.
Ability to communicate effectively in both verbal and written formats with individuals or groups.
Ability to exercise discretion and independent judgment in making decisions and interact effectively and positively with all levels of personnel.
Ability to demonstrate strong analytical and quantitative skills.
Ability to manage multiple projects, work in a fast-paced environment and meet deadlines.
Ability to utilize personal computers, telephone, calculator and other general office equipment.

Nice To Haves

Minimum (2) years' experience working with Workforce Management concepts preferred.
Contact Center or Disputes Operations real time management experience preferred.
Knowledge of scheduling software, such as NICE WFM preferred.
Experience with disputes applications such as First Disputes, Actone, Resolution Center and associated reporting systems preferred.

Responsibilities

Coordinate current day Operations Division staffing to improve efficiency and productivity.
Support outbound services and new services as they develop.
Allocate agent resources to ensure service level standards are achieved using various call management applications.
Identify and coordinate productive and non-productive activities such as lack of work (LOW), overtime, meetings, training, and special projects.
Monitor schedule adherence to ensure proper volumes are worked.
Maintain communication with team Forecaster and Scheduler regarding intraday performance needs and changes.
Relay accurate technical interruption/outage information to appropriate support departments and escalation to management.
Recognize and react to drastic changes in work volume trends.
Supply recommendations to management as to short-term staffing needs as a result of adherence and absenteeism issues.
Supply management with timely and accurate service level reporting.
Accumulate, manage and present information pertaining to the Operations Division while using the appropriate hardware/software.
Maintains and analyzes daily, weekly, and monthly reports.
Ensure maximum efficiency and fulfill staffing requirements by utilizing scheduling software.
Analyze and report analyst trends in performance information to supervisors and management.
Perform other duties as assigned.
Regular and reliable attendance.
Responsible for reporting risks that are identified to the appropriate team and/or management.
Managing, monitoring and reporting risks within the scope of your work area, to include, but not limited to Information Security risks.
Actively supports and embraces Velera's core values of Dedication, Collaboration, Belonging, Curiosity and Integrity.
Responsible for ensuring that exceptional service is delivered to both internal and external clients by doing what’s right for credit unions.
Demonstrate enthusiastic support of corporate mission, vision, core values and long-term business objectives.
Support a workplace where every employee feels valued, respected, and connected.
Perform job duties within the company’s policies, procedures, service standards and the state and federal laws.