Be an early applicantLess than 25 applicants

Company

TD · 3 hours ago

Intraday Specialist - Collections Workforce Management

Remote Phoenix (AZ)

Full-time

Remote

Entry, Mid Level

$24/hr - $36/hr

1+ years exp

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H1B Sponsor Likely

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Responsibilities

Real Time Adherence/Intraday management based on business operational productivity metrics

Partners with supervisors/managers to provide real time operation management of Call Center agents

Arranges for adequate staffing in support of actual call volumes and available staff to ensure timely service to Customers

Partners with workforce team to fill schedule requirements and schedule call center staff according to forecasted needs

Answers Employee call out line and makes updates to provide coverage as needed

Monitors and documents all technology events and communicates findings to Call Center Employees

Ensures proper skill set assignments based on agent skill level

Identifies and reports adherence concerns and provides feedback to area supervisors

Provides comprehensive, real-time traffic information to Call Center staff

Schedules and participates in training activities in support of ongoing development and continuous improvement

Monitors real-time agent productivity including adherence, not ready and average handle time

Handles system issues by contacting and acting as a liaison between leadership and IT

Assists in managing Call Center performance by decision making for off phone activities, as well as pulling additional resources into the queue (All Hands on Deck) when necessary

Tracks and trends department statistics including but not limited to overtime, schedule adherence, and absenteeism

Helps to ensure balanced service levels across multiple queues

Participates in special projects and performs additional duties as assigned

Interacts with all levels of leadership and provides Real Time information/updates

Maintains strong knowledge of all Workforce Related Systems (IEX. Cisco, etc.)

Executes on BRP plan where business approval has been provided

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Real-time Call Center managementWorkforce management systemsCall Center metricsAdvanced ExcelSQLWindows applicationsLeadership ability

Required

High School Diploma or equivalent experience

1-4 Years of related experience

Strong verbal/written communication and organizational skills

Proven multi-tasking skills and ability to manage competing priorities

Experience with windows applications and ability to view and interpret multiple system screens concurrently

Proven ability to be detail oriented and accurate

Demonstrated ability to quickly recognize and diagnose trends and patterns in data and feel comfortable communicating non-conformance to management

Must be available to work flexible hours determined by the needs of the department including possible weekends and nights

Experience with real-time Call Center management including agent adherence and real-time reporting systems required

Proven understanding of Call Center metrics

Must have strong analytical ability

Must possess advanced Word, Excel, and Power Point knowledge

Knowledge of workforce management systems

Proven leadership ability

Preferred

Workforce management experience in a contact center environment

SQL background

Proficiency with MS Excel

Benefits

Health and well-being benefits

Savings and retirement programs

Paid time off (including Vacation PTO, Flex PTO, and Holiday PTO)

Banking benefits and discounts

Career development

Reward and recognition

Company

TD

Glassdoor

3.9

The Toronto-Dominion Bank & its subsidiaries are collectively known as TD Bank Group (TD).

Founded in 1852

Wilmington, Delaware, USA

10,001+ employees

https://www.td.com

H1B Sponsorship

TD has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

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Trends of Total Sponsorships

2021 (1)

2020 (2)