Job Responsibilities:

Responsibilities include, but are not limited to:

• Speak to projected and actual staffing performance against staffing requirements and IDP commitments at any time at an interval/intraday, daily, and weekly level.
• Maintain Agent schedule optimization within current day including break/lunch movement and shift/DOW adjustments and related communication to ensure interval level staffing requirements are met.
• Monitor real-time data for Agent scheduled versus actual activity.
• Execute RTA Call outs and associated real time follow-up with Vendor Operations for individual Agent activity issue resolution.
• Communicate information from Vendor to UHS via Microsoft Teams real-time chat and e-mail.

System Requirements:

• Genesys
• Microsoft Teams
• Microsoft Outlook
• NICE IEX WFM or similar WFM scheduling tool
• Real-time Agent facing scheduling tool such as Agent WebStation (IEX) or eSP (electronic schedule planner) , Aspect
• SharePoint
• Citrix
• Avaya OB Monitor System

Competencies:

• Effectively prioritizes changing tasks.
• Proficient Microsoft skills.
• Proficient skills within Vendor-specific scheduling and RTA tools.
• Proficient monitoring and research skills within UHS Genesys system.
• Communicates and collaborates thoroughly and timely with internal and external teams.
• Strong time management skills.
• Strong mathematical, analytical, and organizational skills.

Prerequisites:

• One (1) year Workforce RTA experience.
• Knowledge of contact center fundamentals.

Phone Support:

• N/A

Licensing Requirements:

• N/A

Originally posted on Himalayas