Intraday Specialist

TD•Phoenix, AZ

2d•$24 - $34•Remote

About The Position

The Intraday Specialist is responsible for real-time queue management, and balancing performance across all queues. The Intraday Specialist provides operational support including, but not limited to intraday reporting and communication regarding performance impacts or system issues. Primarily Off-Site The required Schedule is Monday through Saturday from 8:00 AM to 5:00 PM Est, with one scheduled day off during the workweek.

Requirements

High School Diploma or equivalent experience
1-4 Years of related experience
Strong verbal/written communication and organizational skills
Proven multi-tasking skills and ability to manage competing priorities
Experience with windows applications and ability to view and interpret multiple system screens concurrently
Proven ability to be detail oriented and accurate
Demonstrated ability to quickly recognize and diagnose trends and patterns in data and feel comfortable communicating non-conformance to management
Must be available to work flexible hours determined by the needs of the department including possible weekends and nights
Experience with real-time Call Center management including agent adherence and real-time reporting systems required
Proven understanding of Call Center metrics
Must have strong analytical ability
Must possess advanced Word, Excel, and Power Point knowledge
Knowledge of workforce management systems
Proven leadership ability
Performing sedentary work – Continuous
Performing multiple tasks – Continuous
Operating standard office equipment - Continuous
Concentrating for long periods of time – Continuous
Applying common sense to deal with problems involving standardized situations – Continuous
Reading, writing and comprehending instructions – Continuous
Adding, subtracting, multiplying and dividing – Continuous

Nice To Haves

Responding quickly to sounds – Occasional
Sitting – Continuous
Standing – Occasional
Walking – Occasional
Moving safely in confined spaces – Occasional
Lifting/Carrying (under 25 lbs.) – Occasional
Squatting – Occasional
Bending – Occasional
Reaching forward – Occasional

Responsibilities

Real Time Adherence/Intraday management based on business operational productivity metrics
Partners with supervisors/managers to provide real time operation management of Call Center agents
Arranges for adequate staffing in support of actual call volumes and available staff to ensure timely service to Customers
Partners with workforce team to fill schedule requirements and schedule call center staff according to forecasted needs
Answers Employee call out line and makes updates to provide coverage as needed
Monitors and documents all technology events and communicates findings to Call Center Employees
Ensures proper skill set assignments based on agent skill level
Identifies and reports adherence concerns and provides feedback to area supervisors
Provides comprehensive, real-time traffic information to Call Center staff
Schedules and participates in training activities in support of ongoing development and continuous improvement
Monitors real-time agent productivity including adherence, not ready and average handle time
Handles system issues by contacting and acting as a liaison between leadership and IT
Assists in managing Call Center performance by decision making for off phone activities, as well as pulling additional resources into the queue (All Hands on Deck) when necessary
Tracks and trends department statistics including but not limited to overtime, schedule adherence, and absenteeism
Helps to ensure balanced service levels across multiple queues
Participates in special projects and performs additional duties as assigned
Interacts with all levels of leadership and provides Real Time information/updates
Maintains strong knowledge of all Workforce Related Systems (IEX. Cisco, etc.)
Executes on BRP plan where business approval has been provided