Manages a team of Real-Time WFM analysts in all aspects to ensure delivery of transaction processing that meets or exceeds the contractual metrics for service level and first call resolution. Responsible for developing, monitoring and analyzing call volume projection functions, forecasting call quantity and staffing needs in a timely and accurate manner. Perform modification in the scheduling system of daily and weekly projected trends for volume, shrinkage and handle times to ensure proper staffing levels are maintained. Produce long-term hiring plans to support talent acquisition, training and operational needs. Review and approve or deny schedule change requests based on forecasted operational needs. In technical outage situations that impact the servicing ability and operational profits, participate in incident management escalations while adjusting real-time routing strategies to mitigate loss. Proactively monitors all aspects of the team's performance to ensure that developmental strategies are executed in a timely fashion to ensure meeting deliverables. Champions the morale of the team through promoting positive reinforcement and rewarding insanely great achievers.
This position reports to the Director, VA Customer Service Center
Essential Job Functionsinclude the following. Other duties may be assigned.
Knowledge & Experience:
General Areas of Accountability:
Must conduct business and personal affairs in a manner that is always a credit to the company. Must maintain a good credit rating while employed with the company.
May be required to apply for and maintain NACi or higher level security clearance to support government (DoD, VA, etc.) assignments.
NACi or higher level security clearance to support government (DoD, VA, etc.) assignments may be required.
Machines and Equipment:
The incumbent must be able to effectively operate the current computer system, telephone system, and other office machines such as copier and fax machines.
The incumbent must be able to finger, grasp, feel, see, sit, hear, and speak. This position is sedentary in nature with minimal lifting requirements.
The incumbent works in an office environment that is not substantially exposed to adverse environmental conditions such as heat, cold, or extreme noise. Routine periods of being on the phone utilizing a headset, sitting and data keying are required.
The above statements are intended to describe the general nature of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.
|Date Posted||February 12, 2019|
|Date Closes||March 14, 2019|
|Address||90th and Dodge|
|Located In||Omaha, NE|
|Job Type||Full-time Employee|
|SOC Category||51-1011.00 First-Line Supervisors / Managers of Production and Operating Workers|
|Address||10330 Regency Parkway Dr Ste 305|
|City, State and Zip||Omaha NE 68114|
This job is related other jobs in these career categories