Call Center Workforce Supervisor 8/24/2016

The Results Companies Provo, UT

Company
The Results Companies
Job Classification
Full Time
Company Ref #
29267305
AJE Ref #
575973169
Location
Provo, UT
Job Type
Regular

JOB DESCRIPTION

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The Workforce RCC 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 global and local planners, and internal business leaders to determine corrective actions to mitigate day- of events that impact performance plan.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:

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Directly supervises a team of 3+ Real Time Analysts
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Effectively manages Strategy, KPI and Service Level requirements for multiple clients
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Coordinates with GRP on Forecasted hours requirement per campaign
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Creates a Daily Dialing Plan that is generated from the client forecast
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Creates a Daily List Strategy Plan with various sources per campaign
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Makse sound business decisions to change list sources to optimize performance
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Understanding of State and Federal rules of engagement for outbound dialing
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Monitors campaigns for wait times/ drop rates/ agents states
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Monitors numerous real time metrics such as; Dials per hour, Contacts per hour, conversion, sales per hour, completes per hour,schedule adherence, ACWagainst a matrix of defined thresholds
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Loading leads (ensure counts are correct)
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Deletion of finalized records
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Assigns agents to campaigns
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Distribute proper leads to meet dialing plans
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Ability to impact CPH thru list management or list separation
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Ability to create strategies to maximize performance
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Delivery of flash reports to Distro list
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Communicates performance issues with Manager
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Ability to deal as a point for any technology or facility issues affecting call center and support operations
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Site real time communication on LRP bridge or direct contact
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Completes weekly/monthly recap for Manager
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Production reports are required
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Manages interval, daily, weekly, and monthly plan objectives
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Make objective recommendations to management on list dialing strategies to maximize list performance and drive right contacts to right agents.

POSITION REQUIREMENTS:

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6 months Outbound Dialer Administration experience
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6 months Outbound Performance Analytics experience
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2+ year's previous Contact Center management experience.
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Must be highly-proficient on computers, Excellent knowledge and use of Microsoft Office (word processing, spreadsheets, and database systems). Technical and Software experience required.
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High School Diploma Required
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Broad knowledge of outbound contact center environment
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Exceptional verbal and written communication skills
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Must be able to multi-task in a professional & courteous manner
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Must be able to accommodate a flexible schedule
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Superb Listening, probing, negotiation and de-escalation skills needed
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Must have analytical and troubleshooting expertise

PREFERRED:

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1 year Outbound Dialer Administration experience
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1 year Outbound Performance Analytics experience
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3 years+ Contact Center Operations or Outbound management experience
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Experience in with predictive dialing systems .
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Technical support experience a plus
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Must have previous customer/client interface experience and the ability to handle upset clients in a professional manner
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Proven performance, able to meet compliance, quality, and productivity metrics
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Proven ability to work well in a high pressure/target driven environment

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Provides Objective Flash reporting of various KPI's to key stakeholders within the Results organization