Real Time Associate

Alorica•Corpus Christi, TX

24d

About The Position

Real Time Associate Location : Corpus Christi, TX Employment Type : Full Time ABOUT US At Alorica, we only do one thing – make lives better, one interaction at a time. We’re a global leader in customer service and experience, serving the world’s biggest brands with tens of thousands of employees in hundreds of locations around the globe. We're the largest minority-owned CX provider, delivering digital-first, people-centered experiences for some of the world's most respected brands. For over 25 years, we've been helping businesses solve their toughest customer experience challenges—and we do it better than anyone else. As a Top Place to Work, we're serious about creating an environment where people show up as their genuine selves. Which means when you succeed, we all do. HERE’S WHAT THE JOB REALLY LOOKS LIKE Plans and distributes daily work schedules for workforce analyst. Monitor real-time queues and adherence tools to ensure service level and response time objective are met; oversee real-time escalation (Service Level Condition) plans. Ensure maximum utilization of existing technology to support efficient traffic distribution and use of staff. Perform and handle other duties/tasks, as assigned by Workforce Manager. This position is a driver of implementing command center performance either through supervision of workforce analyst or direct activities. The ideal candidate will be a self- starter with strong supervisory, communications, and analytic skills. HOW YOU’LL MAKE AN IMPACT Interface with center management and central operations regarding factors that may impact staffing and service levels; assist in coordinating center activities with central operations. Implement effective administrative tracking, analytical and trending procedures to support the unit's goals. Maintain workforce management system and integrity of workforce data (i.e. agent data, archiving reports, deleting old schedule runs, etc.)

Requirements

2-5 years of experience in call center workforce management, with at least 1-3 years in a supervisory role
Experience with scheduling software applications such as IEX, Aspect or Witness
Must have prior experience in planning/managing workforce
Reporting experience using Avaya, Aspect or IEX
College degree or equivalent work experience required
Proficient in MS office suite
Ability to multi-task
Ability to work flexible hours (including nights and weekends as needed)

Nice To Haves

Previous experience working in an outsourcing environment, including strong client communication skills preferred

Responsibilities

May be responsible for producing periodic productivity and other required ad-hoc reports from the workforce management system
Manage intraday call volume trends to ensure a more effective and efficient workload.
Adjust intraday workforce requirements based on changing/dynamic forecasts'
Schedule all transaction based work and special events for optimal service levels and occupancy (e.g., meeting, training, coaching, email, queue work, projects)
Generate daily, weekly, and monthly statistics on adherence, attendance and ACD/CMS information for management and capacity planning if requested
During periods of coverage needs perform any command center duties as required by the Workforce Manager (i.e., RTA, SLC, scheduling, etc.).