ACD Operations & Planning is an internal team that under direct supervision, assists in monitoring the volume of inbound call traffic and distribute contacts (phone, email, etc.) based on staff availability. Ensures customer service needs are met by coordinating and adjusting shifts allocations in relation to call volumes in a timely manner. Plans and executes shift manning and staffing changes dynamically. Creates reports that will be used within the contact center. Coordinates with other departments when outages occur, and calls must be redirected.
Education & Experience (Contributor)
EXPERIENCE: Minimum 1 year related experience. Understanding of the call/contact center's staffing availability and call volumes. Proficient computer software skills. Good written and verbal communication skills.
Works collaboratively in a team environment with internal helpdesk leaders, trainers, helpdesk personnel and peers to meet customer expectations regarding service speed of answer and service level.
Communicates effectively in written and spoken English with co-workers around the world.
Assumes responsibility for their own training and increasing their knowledge base as it relates to this position, making a personal commitment to use all resources available to achieve this goal.
Makes a conscious effort to contribute value-added services and ideas to our customers.
Demonstrates effective teamwork skills.
Consistently meets established KPI targets tied to yearly Performance Review objectives.
Shows basic proficiency using workload tracking tools.
Shows proficiency in MS Excel handling.
Monitors and resolves the issues that are reported by leaders and employees. Must have ability to act rapidly.
Demonstrate sense of urgency for sensitive issues.
Shows an active attitude towards finding opportunities for improvement within the helpdesk.
Ensures that approved methods, processes, and tools are consistently used.
Will deliver the highest level of customer service and satisfaction while continuously demonstrating excellent teamwork, interpersonal skills, and commitment
Calls out of schedule might be required – for team meetings
Team works 24x7 and will require shift coverage.
On-call duties may be required.
Knowledge on any workforce planning tools considered a plus. Aspect eWorkForce Management in particular.
Knowledge of live monitoring and call routing tools is a plus. Avaya CMS and Genesys CCPulse in particular.
Estudio Mínimo Necesario: Terciario Incompleto
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