About this role
Position Overview:
The WFM Results Command Center Supervisor ensures that the Real Time Analyst take actions to ensure the enterprise achieves its contacts per hour and sales per hour interval, daily, weekly, monthly and Quaterly goals. The RCC Supervisor works with GRP’s, site LRP’s and internal business leaders to determine corrective actions to mitigate day- of events that impact performance plan.
Essential Job Duties and Responsibilities:
Directly supervises a team of 3+ Real Time Analysts
Effectively manages Strategy, KPI and Service Level requirements for multiple clients
Coordinates with GRP on Forecasted hours requirement per campaign
Creates a Daily Dialing Plan that is generated from the client forecast
Creates a Daily List Strategy Plan with various sources per campaign
Makse sound business decisions to change list sources to optimize performance
Understanding of State and Federal rules of engagement for outbound dialing
Monitors campaigns for wait times/ drop rates/ agents states
Monitors numerous real time metrics such as; Dials per hour, Contacts per hour, conversion, sales per hour, completes per hour, schedule adherence, ACW against a matrix of defined thresholds
Loading leads (ensure counts are correct)
Deletion of finalized records
Assigns agents to campaigns
Distribute proper leads to meet dialing plans
Ability to impact CPH thru list management or list separation
Ability to create strategies to maximize performance
Delivery of flash reports to Distro list
Communicates performance issues with Manager
Ability to deal as a point for any technology or facility issues affecting call center and support operations
Site real time communication on LRP bridge or direct contact
Completes weekly/monthly recap for Manager
Production reports are required
Manages interval, daily, weekly, and monthly plan objectives
Make objective recommendations to management on list dialing strategies to maximize list performance and drive right contacts to right agents.
Provides Objective Flash reporting of various KPI’s to key stakeholders within the Results organization
6 months Outbound Dialer Administration experience
6 months Outbound Performance Analytics experience
2+ year’s previous Contact Center management experience.
Must be highly-proficient on computers, Excellent knowledge and use of Microsoft Office (word processing, spreadsheets, and database systems). Technical and Software experience required.
High School Diploma Required
Broad knowledge of outbound contact center environment
Exceptional verbal and written communication skills
Must be able to multi-task in a professional & courteous manner
Must be able to accommodate a flexible schedule
Superb Listening, probing, negotiation and de-escalation skills needed
Must have analytical and troubleshooting expertise
Preferred:
1 year Outbound Dialer Administration experience
1 year Outbound Performance Analytics experience
3 years+ Contact Center Operations or Outbound management experience
Experience in with predictive dialing systems such as Davox, EIS, Legacy, and Altitude.
Technical support experience a plus
Must have previous customer/client interface experience and the ability to handle upset clients in a professional manner
Proven performance, able to meet compliance, quality, and productivity metrics
Proven ability to work well in a high pressure/target driven environment
Additional Information
Benefits include, but are not limited to:
Health care benefits Bonus incentives Strong leadership Opportunities for advancement within our global organization Business Casual Dress Environment Fun and relaxed working environment Employee referral bonuses Paid training