Amherst, Ohio, United States
• Create long-range and short-range forecasts and staff plans for multiple customer contact channels. • Generate forecasts on a daily, intra-daily, weekly, monthly and annual basis for all workgroups. • Create, analyze and administer schedules for call center representatives. This includes new hire schedules, overtime, voluntary time off, planned time off phones, and setting vacation thresholds. • Collaborate with Operations leaders to develop and implement best in class workforce management processes that drive efficiency in the business. • Manage the scheduling of business resources to achieve service level targets and maximize staff utilization. • Successfully forecast and schedule customer contact activities. • Compare actual results to forecasts on a daily, intra-daily, weekly, monthly, and annual basis and make adjustments as necessary. • Analyze statistical data related to real-time and forecasted call volumes and average handling time. • Monitor staff adherence to ensure compliance to daily/weekly staffing plan. • Trend unplanned behavior patterns and make appropriate recommendations. • Manage schedule change requests. • Provide continual monitoring and analysis of the call statistics from the telephone system (i.e., Cisco) to ensure that the all resources within the department are fully optimized by leveraging skill sets and analyzing saturation. • Provide team and individual reports as appropriate for areas including ASA, single call resolution, number of calls, talk time. Make recommendations to management based on these reports. • Train staff on Workforce Management policies and procedures. • Participate in special projects as assigned.
Managed staff of 20 – 25 associates in inbound customer service call center. • Trained multiple new hire classes in newly established call center. • Maintained staff productivity and enhanced performance through the utilization of appraisals, counseling sessions, and incentive programs. • Used RTA (Real Time Adherence) to ensure productivity. • Approved and declined account adjustments to guarantee sound billing decisions. • Consistently up trained associates on newly developed products and services. • Facilitated team meetings to increase overall knowledge and moral. • Monitored and performed side by sides to assist in coaching and development. • Provide exceptional customer service while taking supervisor calls. • Ability to diagnosis and train representatives on how to rectify errors in newly developed and complex billing system.
Big Ticket Customer Service Supervisor Developed 50 operators in an inbound call center, providing administrative support to over 450 stores nationwide, averaging 15,000 calls per day. Financially responsible for granting credit up to $30,000 per sale. • Consistently achieved a 6 second ASA (Average Speed of Answer) against an annual goal of 10 seconds. • Responded to RTA (Real Time Adherence) alarms to increase productivity and improve talk times • Planned and scheduled off phone requests • Utilized HSP’s (Hourly Staff Projection) daily to ensure quality service levels were achieved, while maximizing staffing and reducing expense. Made necessary adjustments to workforce management software to appropriately track productivity of call center agents. • Reviewed ERS (Exception Review System) to ensure associates were making sound credit decisions. • Assisted associates by taking highly escalated calls. • Trained new hire classes as well as assisted in continuous up training on new services.