Contact Center Operations Manager

7 days ago


Northbrook, Illinois, United States USA Clinics Group Full time
Job Summary

We are seeking a highly skilled and detail-oriented Workforce Scheduling Analyst to join our team at USA Clinics Group. As a key member of our Contact Center support operations team, you will play a critical role in driving staffing and scheduling optimization, adherence, and reporting.

Key Responsibilities
  • Monitor and Analyze Real-Time Interaction Activity: Oversee and monitor real-time interaction activity across all call centers to ensure optimal performance.
  • Ensure Schedule Adherence and Productivity: Ensure schedule adherence and productivity targets are achieved while proactively identifying trends and risks.
  • Make Data-Driven Staffing Adjustments: Make necessary staffing, workload, skilling, and resource adjustments to ensure key metrics, targets, and KPIs are exceeded.
  • Build and Maintain Schedules: Build, publish, and maintain schedules to ensure optimization across the organization.
  • Review and Report on Staffing and Scheduling Trends: Review and report on staffing and scheduling trends, both proactive and strategic.
  • Monitor Daily and Intraday Trends: Monitor daily and intraday trends, including weather, attendance, technology, and other factors, to ensure proper tactical staffing adjustments.
  • Monitor and Report on Agent Activity: Monitor and report on agent activity, schedule adherence, and productivity, including daily, weekly, and monthly findings.
  • Ensure Contact Center Tasks are Up-to-Date: Ensure Contact Center tasks are up to date and reach out to task owners for updates as needed.
  • Research and Analyze Data: Research, analyze, identify, and evaluate data from assigned tasks to evaluate existing and potential trends and issues, and recap for leadership.
  • Develop and Update Documentation: Research, create, document, and update comprehensive documentation, project plans, and reports.
  • Develop Workforce Management Policies and Procedures: Develop and define Workforce Management policies and procedures in calibration with leadership.
Requirements
  • Intermediate MS Excel and PowerPoint Skills: Possess intermediate skills in MS Excel and PowerPoint.
  • Highly Analytical: Be highly analytical and detail-oriented.
  • Highly Motivated: Be highly motivated and able to work independently with minimal supervision.
  • 1+ Year Workforce Management Experience: Have at least 1 year of experience in Workforce Management, including real-time, scheduling, or forecasting.
  • Bilingual in Spanish Preferred: Bilingual in Spanish is preferred.
Benefits
  • Health, Dental, Vision, PTO, and 401K: Enjoy a comprehensive benefits package, including health, dental, vision, PTO, and 401K with match.


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