Workforce Real Time AssociateAlorica

Ensure local call center employees are actively contributing to the assigned queues. Individual will monitor schedules and workforce software trends to inform Operations leaders when phone time is over established threshold and/or identify employee(s) out of adherence. Actively and consistently support all efforts to simplify and enhance the customer experience.

Essential Duties & Responsibilities:

Analyze information databases, historical data, and real-time information to create recommendations to

improve daily objectives within the production team.

Monitor, maintain, and track inbound service level goals and department expectations.

Ensure real time inbound and outbound staffing levels are met through maintaining campaign statistics,

campaign strategy, campaign scheduling, and agent performance based on program targets provided.

Monitor workforce software to identify employees out of adherence.

Communicate adherence deviation to employees and site leadership to address efforts on improving

adherence.

Create reporting on absenteeism and other shrinkage for operations leaders and workforce personnel.

Provide ad hoc reporting as needed to show adherence to scheduled events within site.

Assist in skilling and/or provide data to Global Command Center to ensure employees are assigned correctly

to the right queue or line of business.

Provide regular feedback to Global Command Center to improve upon short-range planning precision.

Collaborate with other Workforce Teams to make schedule recommendations regarding out of seat activity,

VTO, and overtime.

Responsible for understanding and complying with all policies, procedures, and regulations relating to job

duties.

Perform other duties as assigned by management.

Work under general supervision.

Qualifications & Requirements:

Education:

High School Diploma required. Bachelors Degree or undergraduate, with relevant work experience preferred.

Experience:

2 year customer care and/or contact center environment experience; prior experience in operations support

roles preferred.

Prior experience with EWFM, Aspect, and IEX preferred

Equal Opportunity Employer

Alorica is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected characteristic.