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ERIC YOUNG ASSOCIATES®

SALES GROWTH + CONTACT CENTER CONSULTANTS
 
.

 

 

Remember to include…

1. Job Reference # <= /span>

2. Current Salary (or most=

     recent) excluding bonuses

3. Day-Time Phone #<= /span>
 
  JOB POSTING

 = ;

JOB REFERENCE #: &nbs= p;            &= nbsp;   RC10a=

Questionnai= re Required:      <= /span>YES

Ap= ply To:        &= nbsp;           &nbs= p;           hr@ericyoungassociates.com=

 =

Wo= rkforce Planning Specialist

Direct= or

<= b># Reports

NA

Salary<= /o:p>

$40 - $45K +=

Industry

Financial Services

Bonus/Incent= ive

TBD

Operations Hrs

Regular Busi= ness

Markham (Steeles & 404)
Regular Busi= ness

Benefits Act= ive When

3 mont= hs

As Required<= o:p>

Licensing Re= q.

NA

Contact Cent= re Scheduling (IntraDay + Forecasting)

Vacation

TBD

 

ERIC YOUNG ASSOCIATES®, a division of Te= le-Centre Assist Inc is a results driven organization focused on implementing sustainable sales growth and contact center optimization.

Working with Fortune 500 companies across the continent, we focus on enterprise-wide Sales and Customer Service activity. Our firm offers a recruiting service as just one part of our specialized focus. We have earne= d a reputation as being the definitive source for qualified sales, call center = and IT professionals.

 

Purpose of the Job:

The primary responsibility of the Workforc= e Planning Specialist is to effectively plan and manage optimal staffing levels to ens= ure service level targets are reached for all lines of business and that all statistical data and information is delivered or readily available.

 

The incumbent is expected to deliver real-= time monitoring of the Customer Care Centre service levels, working closely with= the Customer Care management team to ensure optimal scheduling of resources in order to achieve established service level objectives.

 

Key Accountabilities:

·<= span style=3D'font:7.0pt "Times New Roman"'>      =    Creating, delivering and maintaining a workforce schedule that will maximize service levels and meet targets on all lines of business;

·<= span style=3D'font:7.0pt "Times New Roman"'>      =    Analyze workforce requirements according to peak periods and business requirements;

·<= span style=3D'font:7.0pt "Times New Roman"'>      =    Generate forecasts monthly, weekly for evaluation/approval;

·<= span style=3D'font:7.0pt "Times New Roman"'>      =    Identify optimal timing for off-phone activities such as training, meetings;

·<= span style=3D'font:7.0pt "Times New Roman"'>      =    Conduct twice daily reviews of the schedule with Customer Care management team, including CCC Leaders, based on call vo= lume trends and time-of-day factors, to ensure that any unplanned events/issues = are identified and action plans discussed in order to gain efficiencies and clo= se gaps;

·<= span style=3D'font:7.0pt "Times New Roman"'>      =    Analyze and prepare projections to service standards and resources available;

·<= span style=3D'font:7.0pt "Times New Roman"'>      =    Prepare work schedules according to call forecasts, priorities and strategies;

·<= span style=3D'font:7.0pt "Times New Roman"'>      =    Monitor performance and service levels thr= ough technology (Avaya CMS);

·<= span style=3D'font:7.0pt "Times New Roman"'>      =    Maintain and post call centre performance statistics every 2 hours.

·<= span style=3D'font:7.0pt "Times New Roman"'>      =    Maintain a real time view of the attendanc= e, coaching, training, vacation and all other impacts to the schedule and serv= ice levels.

·<= span style=3D'font:7.0pt "Times New Roman"'>      =    Ensure that daily, weekly, monthly and yea= rly reports are maintained and delivered promptly.

 

Qualifications/Competencies:

·<= span style=3D'font:7.0pt "Times New Roman"'>      =    Minimum of 2 years experience in a Call Ce= ntre resource planning role;

·<= span style=3D'font:7.0pt "Times New Roman"'>      =    Knowledge of workforce management principl= es and proficient with Blue Pumpkin or similar WFM tools;

·<= span style=3D'font:7.0pt "Times New Roman"'>      =    Working knowledge of Avaya CMS, Windows, Microsoft Office;

·<= span style=3D'font:7.0pt "Times New Roman"'>      =    A strong business orientation with demonstrated ability to adapt to situations quickly and effective lead and = manage change;

·<= span style=3D'font:7.0pt "Times New Roman"'>      =    Exceptional interpersonal and communication skills, with comfort interacting with personnel at all levels;

·<= span style=3D'font:7.0pt "Times New Roman"'>      =    Experience developing workload plans and demonstrated ability to anticipate problems and identify solutions;

·<= span style=3D'font:7.0pt "Times New Roman"'>      =    Able to remain effective, productive and supportive under pressures imposed by the business;

·<= span style=3D'font:7.0pt "Times New Roman"'>      =    Sound problem solving abilities with a kna= ck for generating innovative ideas/suggestions for producing positive results;=

·      =    Post-secondary/university education in a related discipline is an asset; i.e. mathematical, statistical, computer sciences.=

 <= /p>

 


APPLY NOW:

 

Email:        &= nbsp;   hr@ericyoungassociates.com            =             <= o:p>

 

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