Specialist, WFM Real Time Adherence

DriveTime•Fort Worth, TX

About The Position

In short, as a Workforce Management Specialist (Real Time Adherence Specialist), you will assist in the company's workforce planning, scheduling, real-time adherence and analysis plans for customer contact strategies across multiple sites, optimizing service and quality levels and ensuring the most efficient use of resources. In long, our Workforce Management Specialist (Real Time Adherence Specialist) are responsible for: Leveraging the collections data to analyze strategies, recommend improvements, and identify defects and/or areas for concern. Act as the liaison to Contact Center leadership, assisting with the implementation of new call, email, and SMS routing strategies, and providing post-deployment volume trend analysis Closely collaborate with lines of business to meet service level objectives and ensure consistent, accurate reporting and compliance across all contact center groups Monitoring outbound and inbound associate performance and offers recommendations in support of all groups. Proactively working with all areas of the contact center to identify opportunities to apply new workforce strategies. Ensuring the integrity and 100% accuracy of all reports distributed from the Contact Center Analyst Team. Working on activities, projects, and requests for data extrapolation as requested by Contact Center Leadership. Serve as a subject matter expert (SME) in managing scheduling for all supported onshore and offshore lines of business

Requirements

Killer analytical and reporting abilities. You’ll need the capability to analyze data and in return, prepare timely reports on your findings.
Works well in a time crunch. There will be multiple time sensitive requirements, and you’ll need the ability to meet deliverable due dates.
Excellent verbal and written communication skills. The ability to talk and write with confidence, charisma and competence for a wide variety of audiences including management.
Fantastic problem solver. Your job is not only to find the problem, but more importantly, to find the solution.
Plays well with others. You will be working in a high-functioning team environment. We work together in order to win together.
Intellectual curiosity. Why? What? How? Do you find yourself always wanting to learn more and broaden your knowledge base? If so, this could be the role for you!
Organization and time management skills in spades. You’ll be handling multiple projects and deadlines that will require you to prioritize then re-prioritize… then… re-prioritize again.
A mind for the details. Okay we know “detail-oriented” is on about every job description – but we really mean it!
1+ years of work experience in a Contact Center environment.
1+ Experience forecasting and scheduling in a Contact Center environment
Proficient in Microsoft Applications

Nice To Haves

Prior Genesys Cloud platform experience within a contact center
Bachelor’s degree or equivalent experience.
SQL, snowflake, or python skills.
Experience in creating reports in Sigma

Responsibilities

Leveraging the collections data to analyze strategies, recommend improvements, and identify defects and/or areas for concern.
Act as the liaison to Contact Center leadership, assisting with the implementation of new call, email, and SMS routing strategies, and providing post-deployment volume trend analysis
Closely collaborate with lines of business to meet service level objectives and ensure consistent, accurate reporting and compliance across all contact center groups
Monitoring outbound and inbound associate performance and offers recommendations in support of all groups.
Proactively working with all areas of the contact center to identify opportunities to apply new workforce strategies.
Ensuring the integrity and 100% accuracy of all reports distributed from the Contact Center Analyst Team.
Working on activities, projects, and requests for data extrapolation as requested by Contact Center Leadership.
Serve as a subject matter expert (SME) in managing scheduling for all supported onshore and offshore lines of business