COPC Inc. · 6 hours ago
Workforce Management Real Time Specialist
United States
Full-time
Remote
Entry, Mid Level
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Responsibilities
Monitor Performance: Actively monitor real-time performance metrics, including call volumes, service levels, and agent adherence, throughout the day.
Alert Stakeholders: Detect under or overperformance and promptly alert the Vendor Management Office (VMO) and Channel Allocation function as necessary to enable timely adjustments.
Raise the Flag when Schedules appear to need adjustment: Alert the VMO when intraday adjustments to schedules and staffing are needed based on real-time data to optimize operational efficiency.
Incident Response: Address real-time issues, such as unexpected spikes in call volume or system outages, to maintain service levels.
Communication: Serve as the central point of communication for real-time updates, ensuring all relevant parties are informed of necessary changes.
Reporting: Generate intraday reports capturing key metrics, deviations from forecasts, and real-time challenges, providing recommendations for continuous improvement.
Qualification
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Required
Actively monitor real-time performance metrics, including call volumes, service levels, and agent adherence, throughout the day.
Detect under or overperformance and promptly alert the Vendor Management Office (VMO) and Channel Allocation function as necessary to enable timely adjustments.
Alert the VMO when intraday adjustments to schedules and staffing are needed based on real-time data to optimize operational efficiency.
Address real-time issues, such as unexpected spikes in call volume or system outages, to maintain service levels.
Serve as the central point of communication for real-time updates, ensuring all relevant parties are informed of necessary changes.
Generate intraday reports capturing key metrics, deviations from forecasts, and real-time challenges, providing recommendations for continuous improvement.
Thrive in dynamic environments where you can quickly assess situations and make informed decisions.
Strong ability to analyze real-time data, identify trends, and translate findings into actionable strategies.
Anticipate potential issues before they arise and take proactive measures to prevent disruptions in performance.
Excel at clearly communicating real-time updates and instructions to various stakeholders, ensuring alignment and understanding.
Pay close attention to real-time data, ensuring that every decision is based on accurate and up-to-date information.
Proficient with workforce management software and real-time monitoring tools, enabling you to perform your duties efficiently.
Work well in a team, coordinating efforts with different groups to maintain smooth operations throughout the day.
Company
COPC Inc.
COPC Inc. provides consulting, training, certification, benchmarking and research for operations that support the customer experience.
Founded in 1996
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Cliff Moore
Co-founder and Chairman
Kyle Kennedy
President and Chief Operating Officer
Recent News
2024-10-29
GlobeNewswire News Room
2023-11-16
2023-09-28
Company data provided by crunchbase
