ACD Operations & Planning

GENERAL DESCRIPTION:
The ACD Operations & Planning team is responsible for the successful management of contact traffic, resource distribution to achieve service level targets, ensuring the best customer experience. We work closely with the leadership team, providing in depth analytics and reporting, actively seeking and evaluating opportunities to improve operational metrics and gain efficiencies. Our team manages various sets of tools and technology (workforce management, quality assurance monitoring, etc.) and contact routing platforms (Genesys and Avaya). We interact daily with many different teams across de organization, acting as consultants sharing our “know-how” while fostering a positive, engaged team environment.

DUTIES/RESPONSIBILITIES:
• Ensures customer service needs are met by coordinating and adjusting resources in a timely/effective manner.
• Effectively manage resources to achieve the desired SLs considering several factors such as: workload, staffing, seasonality, attrition, and business plan.
• Implement shift and vacations bidding process for several departments.
• Creates reports that will be used within the contact center for effective decision making.
• Assists in disaster recovery efforts, coordinating teams and procedures during outages

QUALIFICATIONS:
‘Must have’ skills:
• Understanding of Contact Center Metrics, Forecasting and Planning.
• Strong business, operational and procedural knowledge of contact centers.
• Excellent Analytical Skills.
• Ability to absorb knowledge easily over a short period of time.
• Proven ability to work effectively in a team environment.
• Flexibility in working hours, ability to work different shifts in a 24 / 7 environment.
• Attention to detail and ability to multi- task.
• Problem solving and decision making abilities.
• Proficient computer software skills.
• Excellent communication skills, written and verbal.
• Good customer service skills.
• 1-2 years of related experience

‘Nice to have’ skills:
• Previous experience in the staff planning of a Contact Center.
• Knowledge of the following systems: Aspect WFM, RTA, Genesys (CCPulse, Interactive Insights, Configuration Manager) or Avaya CMS.