Details
Company:
The Bradford Group Canada
Position Title:
Call Centre Operations Analyst - Traffic & Scheduling
Reference #:
NE062609
Position Type:
Full-time / Permanent
Location:
London
Date Posted:
Jun 29 2009
Requirements
Experience:
3 Years
Education:
See description
Operations Analyst(s) are responsible for the overall daily traffic management; development and optimization of schedules, design and implementation of new workflows; develops and generates daily schedules for all non-exempt employees in the call centre; analyzes scheduling performance and recommends improved scheduling practices; produces daily report and works as a team member, supporting all facets of traffic and scheduling as required; provides back-up responsibilities for Ops Analyst, Reporting & Analysis position.
Essential Job Duties and Responsibilities
70% Daily Traffic Management
· Produces Arrival Studies for all incoming workflows (including voice, email and CORR). Periodically reviews incoming arrival assumptions (by type, number and queue) and adjusts scheduling tools accordingly.
· Dynamically manages workflow efficiencies real-time. Makes adjustments to work assignments intra-day to lessen or alleviate scheduling miscalculations and/or unscheduled absences, up to and including canceling or deferring work functions with lesser priority. Communicates intra-day adjustments to Supervisors / Agents real time or in advance if possible.
· Responsible for hourly updates to all management regarding ongoing daily performance statistics.
· Proactively anticipates where the day will end and make any necessary adjustments.
· Manages PTO, lieu, leaves and all other “time off” requests. Manages the centre “Call In – Illness” line. Manages the time clock (swiper) function and all adjustments therein.
30% Development and Optimization of Schedules
· Develops and generates daily schedules for all non-exempt employees in the contact centre. Manipulates the “base” intra-day work schedules to effectively cover breaks, lunches and other offline hours, without negatively impacting queue-level or centre-level performance.
· Reviews “adjusted” schedules with management to communicate shift deficiencies or overages in order to make additional adjustments, or optimize paid hours. Delivers “final” schedules in an accurate and timely manner to Supervisors and agents, according to timeliness standard set by management.
· Tracks schedule adherence by agent and team and produces a daily report back to Supervisory staff and centre managers on impacts of poor adherence.
· Optimizes the match of agent “available hours” to various workflows in order to ensure that all workflows are emptied/worked according to business requirements. If there are deficiencies, makes suggestions on future shift changes to realign staff to incoming work units.
· Analyzes scheduling performance and produces a daily report to Assistant manager. Makes suggestions for shift moves/adds or changes or adjust poor scheduling practices
Required Qualifications
Education, Licensing, Certification, and Experience
· 1-3 years experience as a call centre agent, senior agent or team lead
· Strong experience with employee workforce management tools & scheduling practices
· CISCO IPCC user training for Agent Desktop software & CISCO Email Manager
Knowledge, Skills, and Abilities
· Excellent attention to detail & good math skills
· High level /Superior analytical skills
· High comfort level with technology and databases
· Astute in determining information of value to various stakeholders
· Good PC Skills – Word, PowerPoint, Excel – must have high level/superior Excel skills
· Ability to understand business requirements
· Ability to design work flows based on business requirements
· Ability to improve workflows based on observation and analysis
· Must have good written and verbal communication skills and the ability to communicate clearly and effectively with others
· Excellent attention to detail, organization, and follow-up skills
· Must be a team player with other members of operations and Supervisory team
· Must be able to handle conflict & disgruntled employees on occasion
· Able to function in a fast-paced and stressful environment
· Ability to project and maintain a high level of integrity and trust
· Ability to project and maintain a professional image
· Must be available to work rotating shifts including evenings and weekends