Workforce Specialist LOC : Hurst, TX

Workforce Specialist LOC : Hurst, TX

  • Posted on : 09-08-2023
  • Job Type : Full Time only
  • Salary : 100,000 - 200,000

Job Description:

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Create Performance Reporting and Dashboards outlining performance from Service Level to Roll Rates to Right Party Contacts Rates (RPCS), etc.
  • Proactively monitor and adjust the operational plan to achieve CRs KPIs including Dialer Campaigns, Inbound Call Routing, Off-Line Requests, etc.
  • Perform analytical reviews to create, modify and adjust short-term and long-term schedules for a blended environment (Inbound/Outbound, Omni-Channel)
  • Optimize long-term and real-time performance by using reporting, analytics, and the WFM platform to schedule all off-phone activities
  • Create and maintain Standard Operating Procedure (SOPs) for all processes within the BOS department
  • Evaluate and approve off-line requests to ensure they are optimized to achieve performance
  • Perform routine skill audits and other audits to ensure staffing is properly skilled, scheduled, and allocated to the proper work types
  • Proactive adjust and monitor the dialer campaigns as defined by the Strategy team, but also as the operating environment requires to achieve overall campaign goals
  • Provide reporting, data, and other capacity planning duties to ensure short-term and long-term inbound, outbound, and blended forecasts are accurate
  • Perform schedule analysis to help leadership define the optimal schedule assignments
  • Proactively monitor the Dialer and ACD to including executing, monitoring, and analyzing real-time, daily, weekly, and monthly reporting to make adjustments and measure according to the required KPI achievement
  • Works with Telecom team to troubleshoot issues within CR
  • Ensures compliance with all FDCAP and TCPA outbound guidelines by enacting strategies approved by Strategy and Compliance.

Required Skills:

  • Capable of using advanced analytics and reporting tools such as SQL, R, SAS, Excel, etc to understand and analyze large amounts of data
  • Able to present findings to Leadership in an effective and concise manner that is actionable
  • Work with little to no Supervision to complete all tasks assigned and accepts accountability and ownership of making decisions in a rapidly changing environment
  • Working knowledge of Microsoft Business Objects and other reporting platforms Builds SQL or Oracle queries for accessing call-center data
  • Builds Manual, Dialer, and Automated outbound campaigns
  • Understands outbound dialing and different dialing methodologies
  • General understanding of Avayaâ??s CMS Supervisor platform
  • Understands call routing in terms of VDNs, Vectors, Skills
  • Proficiency in Microsoft Office programs (Word, Excel, PowerPoint, and Visio)
  • Avaya CMS knowledge and experience
  • Advanced excel reporting and functions (Macros, V-Lookups, and Pivot Tables, among others
  • Understanding of call center methodologies and operational principle
  • Effective communication skills, including a diplomatic approach to sharing concerns with line employees and leaders
  • Experience executing multi-channel collection campaigns applying best-time-to-call and risk-scoring strategies

Required Experience:

EDUCATION AND EXPERIENCE:

  • Associates Degree in Business, Accounting, Technology or related experience
  • Experience managing a multi-location, dynamic and complex call flow â??traffic controlâ? experience
  • Technical Troubleshooting
  • Call center scheduling and Capacity Planning techniques
  • 2+ years previous experience in a Call Center environment, specifically collections, preferred Mortgage or Auto.
  • 1+ years experience working with an outbound dialer (preferably on collections)
  • 1+ years experience working on a WFM platform
  • 1+ years experience with R, SLQ, Visual Basic, SAS and/or other reporting and analytical tools
  • Certifications, Licenses, and/or Registration
  • Predictive Dialer Systems
  • Workforce Management Tools
  • SAS or other analytical and reporting certifications


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