| Site Workforce Supervisor |
Job Location:
Metro Area: |
Lawrence, KS
KS - Kansas City
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Category: |
Call Center Operations
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Contact Info |
Company Name: Vangent, Inc
| Address: |
2450 Oakdale Blvd
Coralville,
IA 52241
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Contact Name: Ryan O'Leary
Phone: 319-665-7778
Fax: 319-665-7684
Apply: Submit Resume Now
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Job Description:
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Interested applicants please send resumes to Ryan.O'Leary@vangent.com
Vangent is a leading global provider of Consulting, Systems Integration, Human Capital Management and Business Process Outsourcing services to government, commercial, education, and healthcare organizations.
Vangent is a diverse, prosperous and rewarding place to work, where our employees are provided with competitive benefits, educational assistance and career growth opportunities.
Every employee is valued for their talents and contributions, and takes pride in doing work that shapes the impact of services to our customers, aiding in the overall success of the company.
Vangent is an Equal Opportunity Employer M/F/V/D.
Job Duties:
- Supervise a team of Site WFM analysts who will monitor inbound call volume, staffing data and agent adherence on a real time basis.
- Forecast short-term and long-term incoming volume for multiple skills or languages.
- Analyze and interpret the information to make recommendations for adjustments to staffing levels to ensure service level requirements and efficiency measurements on an intraday basis.
- Discuss recommendations and actions plans with Senior WFM Analysts and Management.
- Communicate with HR to aid in the staffing and hiring requirements.
- Supervise the inputs and outputs of the One port account management system.
- Produce WFM reports according to deadlines; attendance, adherence, agent productivity and ad hoc reports, etc.
- Supervise the daily update of exception entry and schedule changes in the Workforce Management systems and updates the workforce management systems with daily weekly and monthly historical updates.
- Analyze historical trends of contact distribution, AHT, contacts per hour, agent productivity, etc.
- Perform on-going analysis including tracking and analyzing performance by individual and by team and reporting performance to site and central call center management standards; analyze performance trends and impact on goal achievements.
Qualifications:
- Proficient in Aspect eWFM application v7.1
- Proficient in MS Excel
- 2-3 years general workforce management experience
- 4-5 years of general call center operations experience
- Skilled in call routing and general ACD management
- Superior demonstrated interpersonal skills to communicate effectively and motivate others.
- Excellent skills in organization, prioritization, time management and handling multiple tasks.
- Successful experience delivering excellent customer service.
- Effective written and oral communication skills.
- Ability to work under pressure while executing day-to-day operational demands.
- High level of commitment, initiative, vision and enthusiasm.
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