"Alerted.org

Come work at a place where we take pride in creating a workplace environment that values hard work, commitment, and growth .

Job Description:

Education:

+ Bachelor’s degree in Business Administration, Data Analytics, Finance or relevant field study or equivalent years’ of work-related experience

Work Experiences:

+ 8+ years of contact center workforce management experience with 4 years of management experience required

+ Contact Center Retail/e-commerce experience a plus

Skills:

+ Has a passion for the customer and uses the customer voice to drive strategy for the department and influence the operations of the organization

+ Excellent at providing feedback, instruction and development guidance to help others excel in their current or future job responsibilities

+ Effectively utilize cross-functional data to bring new solutions and efficiencies to the organization to improve the operations of Customer Care

+ Ability to build a cohesive team through appropriate methods and flexible interpersonal style

+ Ability to use the long-range vision of the organization to strategize the future needs of the Customer Care business.

+ Excellent interpersonal, written, and verbal communication skills, with the ability to interface effectively with individuals at various levels, both internal and external

+ Analytical, with strong problem-solving abilities and creative resolution skills

+ Self-motivated, with the ability to work on multiple projects in a fast-paced environment

+ Proven ability to recognize and adapt to company culture

+ Ability to analyze, organize and integrate large amounts of complex information into clear, concise presentations

+ Leads by example and models a passion for the business as well as demonstrates a proactive and solution orientated style

+ Ability to remain organized, pay strict attention to detail, and meet critical deadlines within a high volume, fast-paced environment

+ Computer – Microsoft Office and e-mail software

+ Knowledge of WFO software preferred

Responsibilities:

+ Strong ability to use inputs from the business, as well as historical data, to forecast contact center volume, both in the short term and long term, for all media types

+ Uses volume forecasts to ensure maximize productivity and high levels of customer satisfaction through highly effective scheduling

+ Oversees workforce management team to provide guidance and direction around enhancements and process improvements to the center

+ Develop team members who have a passion for the business and can use the resources available to them to effectively manage the workload to ensure an ideal customer experience

+ Ensures service level, labor and productivity goals are within established targets

+ Monitor forecasting effectiveness and accuracy at all levels

+ Detailed understanding of ACD and WFO technologies to maximize the operations of the department

+ Contribute to the implementation and maintenance of workforce management systems, ensuring alignment with organizational requirements

+ Works closely with Operations and QM to build and deliver improvements to the department

+ Highly effective in forecasting, scheduling and real-time operations management

+ Proficient in workforce and workload balancing processes and philosophies

+ Provides regular reporting to the department, for visibility to performance

+ Meets Customer Care’s department-wide monthly, quarterly and annual goals

+ Participates in long range planning and the formulation of goals

+ Supports Academy’s commitment to quality

+ Completes special projects as needed

+ Required to learn company policies, procedures and safety rules

+ Duties may change; team members may be required to perform other duties as assigned

Physical Requirements & Attendance:

+ Acceptable level of hearing and vision to perform job duties

+ Adhere to company work hours, policies, procedures and rules governing professional staff behavior

Full time

Equal Employment Opportunity

Academy is an Equal Opportunity Employer and does not discriminate with regard to employment opportunities or practices on the basis of race, religion, national origin, sex, age, disability, gender identity, sexual orientation, or any other category protected by law. ​