Lead, Workforce Management OCU

Position Summary:

Under general supervision this position is responsible for real-time operational management, database management, future staff planning and historical reporting of all RCCL contact center activities. The Operations Lead role is expected to deliver outstanding internal customer service while providing professional and positive interactions with all levels of management, agents and Workforce Planning across multiple sites and time zones. This role will examine the contact center trends which includes but not limited to call volumes, call patterns, staff productivity, attrition rates, and resource allocation. The Operations Lead must be able to handle unplanned events and ever changing call flows in a proficient and professional manner. Identifying organization as well as department policies and procedures will be required. Completing tasks accuracy and efficiently will be required in a time sensitive environment. Multi-tasking and prioritizing will be required while meeting necessary deadlines. The administrative requirements in a contact center environment are always evolving and the Operations Lead must be able and willing to evolve within this environment.

Essential Duties and Responsibilities:

1. LEADERSHIP ROLE: This position will be responsible for supervising and managing their direct reports in all areas of performance, including but not limited to motivating performance of direct reports accordingly to established standards and provides on-the-job training for new hires. The Operations Lead will be is a primary contact in Workforce planning team responsible for maintaining frequent communication with internal departments and is responsible for reacting to and correcting operational disruptions. This role will assist in calibrations of the Workforce Planning departments across each site to ensure best operational efficiencies are in place while recognizing and recommending operational improvement opportunities. This role will also support the business with the upholding of company and location specific policies. This role will require innovative thinking and willingness to create and support ideas.
2. REAL-TIME OPERATIONAL MONITORING: Responsible for ensuring staffing, call routing, service levels and abandonment requirements are at the optimal levels for all areas of the contact centers. Responsible for reacting to and correcting unplanned operational disruptions. This includes resource allocation, call routing, and working with the leadership team in order to meet departmental objectives. Managing staffing levels with overtime and undertime. This role will also assist with training, monitoring and real-time calibrating with the Workforce Planning teams across each site to ensure best operational efficiencies are in place.
3. MAXIMIZING EFFICIENCIES:  Responsible for identifying aspects of daily operational duties that are in need of improvement, troubleshooting, and/or implementing a more efficient process. This includes but is not limited to knowledge of operational functions, open communication, proficient skill in Microsoft Office products and other databases listed below.
4. DATABASE MANAGEMENT:  Responsible for ensuring that all data entry associated with the operations databases are maintained and kept accurate through routine auditing and kept accurate by Operations staff. Establish and maintain all databases for accuracy in administration and reporting functions. This includes Aspect (EWFM, RTA & Empower), Avaya CMS (call management system), Hyperion, and future databases not listed but that may be introduced to the operations area to improve the operational performance of the contact centers.
5. FUTURE STAFF NEED PLANNING: Responsible for assisting management, supervisors, agents and the Workforce Planning Team in scheduling time off as well as trainings, briefings and events as they arise. Accuracy and creativeness will be required to perform this task as it is constantly evolving. Responsible for the creation and implementation of shift bids, vacation bids, and holiday bids. Must be knowledgeable in weekly staffing patterns and will be responsible to assist in weekly management of overtime and undertime planning.
6. HISTORICAL REPORTING:  Responsible for the preparation, analysis and recommendations of multiple reports related to the operational and staffing performance of all contact centers across all business areas.
7. PERFORMS OTHER DUTIES AS REQUIRED:  This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.  Employees will be required to perform any other job-related duties assigned by their supervisor or management.

Financial Responsibilities

• No Financial Responsibilities.

Qualifications:

• Four-year college degree (BA) preferred or 3-5 years of applicable call center experience required.  

Knowledge and Skills:

• LANGUAGE SKILLS: Strong verbal and written communication skills are required. Ability to effectively present information and respond to questions from senior management, directors, managers, supervisors and agents in a professional and courteous manor. Ability to read, analyze and interpret governmental regulations and Attendance guidelines. Demonstrate effective questions and listening skills.
• MATHEMATICAL SKILLS: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions and decimals.
• REASONING ABILITY: Ability to define problems, collect data, establish facts, and draw conclusions. Ability to solve problems and deal with a variety of variables in situations where only limited standardizations exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or scheduled form. Ability to comprehend and work with multiple time zones and military time. 
• SOFTWARE REQUIREMENTS: PC experience including Microsoft Office required. Additional software preferred but not required Aspect (EWFM), eResource Planner, Avaya, Route-it, and Hyperion.
• OTHER QUALIFICATIONS: Must have strong analytical, organizational and administrative skills. Demonstrate strong initiative and motivations as a self-starter. Must possess excellent interpersonal skills. Should effectively build relationships and encourage collaboration in all locations in order to manufacture positive and significant outcomes.
• Maintain confidentiality at all times, take ownership of situations and escalate issues to the appropriate party for immediate resolution.

Physical Demands:

• The physical demands described here are representative of those requirements employees must meet to perform the essential functions of this job with or without reasonable accommodations. 
• Ability to see (visibly) computer monitors, use fingers, hear customers via phone and in person.  Specific vision abilities required include close vision and ability to adjust focus.  The employee is regularly required to sit, stand, write, review, type reports, compile data, and operate a pc. The employee regularly moves about the office complex, and may climb, descend, lift or move 10 pounds.

Work Environment:

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job with or without reasonable accommodations. The environment includes office location, and /or moving inside/outside the office. A high noise level is possible if visiting shipboard or offsite locations.
• The work level in the work environment is usually moderate.

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