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ERIC YOUNG ASSOCIATES is a Division of Tele-Centre Assist Inc.
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Manager Contact Volume Management (Workforce Management)
FR02a
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Wireless Technology
Regular Business Hours
Workforce Management
Director, Workforce
$85 K - $90K
TBD
Waterloo, ON
Negotiable
3 Wks
NA
ABOUT OUR CLIENT:
Our client is a global leader in wireless innovation and offers unsurpassed career growth opportunities.
PRINCIPAL ACTIVITIES:
- Within Workforce Optimization, the incumbent will be the key owner and responsible for the achievement of Contact Volume Service Level targets.
- Weekly, Monthly and Intraday Contact Volume of the BTS group.
- Through use of technology and planning for contact volume management the Manager will oversee the daily activities of the Analysts to ensure daily, weekly and monthly business goals and requirements are met such as SL and associate development time (training, coaching time etc).
- Partner with the site Director and Leadership teams to assist in the prioritization of training and other off phone activities.
- Oversee the intraday management of contact volume to ensure success in achieving desired Customer Experience results by monitoring daily operations of contact volume to balance staff to volumes.
- The Manager has complete knowledge of all operational factors and is fully aware of day to day environment, which may impact the ability to achieve global business goals. Utilizing the knowledge and tools in the business, the manager will proactively take the steps necessary in reaching the goals.
- Maintain an in-depth knowledge of business trends and industry bench marks, identify trends and facilitate analysis of those trends by Analysts.
- Provide knowledge and consultation for identifying and facilitating call routing strategies and issues in partnership with the telecom and business stakeholder teams.
RESPONSIBILITIES:
- Ensuring readiness for Contact Volume projections by overseeing and ensuring daily staffing plans and database management functions are completed in an accurate and timely manner
- Proactive leadership to assist in the intraday management of contact volume to ensure success in reaching our service level and customer experience goals
- Assisting and working with the business to establish off phone priorities
- Full knowledge of day to day operations and operational factors
- Providing support from a call routing perspective with knowledge of call routing scripts and control tables
- Working to improve performance on key metrics
- Strategic planning and analysis for process, system and tools
- Developing and maintaining Operations Procedures and policies
- Contributes to on-going process improvement
- Partnering with all business stakeholders(internal and vendors) to maximize efficiencies
- Education of global leadership on Operational metrics and tools and processes critical to success of the operation
- Proactively identifies areas of risk and works with business partners to minimize and mitigate risk
- Communicates with internal and external customers at all levels in resolution of business issues
- Effective lead and manage a team of analysts
QUALIFICATIONS
- Demonstrated leadership and motivational skills
- 4-6 years of business and/or Contact Volume Management experience
- Ability to work well both independently of manager and as a team member
- Creative problem solving, analytical and project management skills
- Strong communication and interpersonal skills
- Able to manage multiple tasks and projects in a rapidly changing environment
- Coaching, facilitation and employee development skills
- Strong drive to succeed
- Ensuring WFO systems, tools, processes align for delivery of desired results
- Strong background in Workforce Management principles
- Strong knowledge of Aspect and Avaya
- Knowledge of call routing systems
- Operations Manager certification preferred
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416.498.9440
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