Description :
Job Purpose
The Force Management Team Leader interfaces with various workforce management and call routing systems to efficiently forecast and manage scheduling for the Call Center operations. This position plays a critical role in managing staff expense as well as providing in depth data analysis, modeling, and forecasting. Call center hours of operation are Monday through Saturday, 7:30AM through 7:00PM. This position is in a high profile sales environment and may require hours outside of normal business operation.
Attendance is required in this position.
Essential Functions
Forecasting call volumes, worktime, shrinkage/overhead on daily, weekly, monthly, annual basis. Determining force requirements, scheduling overtime or issuing early close time as necessary. Allocating force to scheduled tours to meet business requirements, additionally adhering with labor contract. Monitoring intraday performance to make adjustments as needed. Ensuring operational efficiency through data tracking and analysis. Generating operational reports and graphs. (40%)
Supervising and developing clerical team that provides administrative support to the call center. (30%)
Devising and/or modifying processes to solve problems in consideration of limitations, operational objectives, and form of desired results. Delivering force forecasts and planning scenarios, modeling for new configurations, goals, products or services. Planning and preparation of budget requirements for the call center. (15%)
Interfacing with various organizations and levels of corporate structure. Interfacing with vendors to manage existing applications and integrate additions or upgrades to current processes. (15%)
Education
Four years of College resulting in a Bachelor's Degree or equivalent
Experience / Background
3 to 5 years
Previous Job Experience
Experience in large call center environment.
Experience in forecasting and scheduling.
Experience with TCS/eWFM Force Management System.
Experience with RTA applications.
Experience with Avaya/Terranova CMS.
Experience with Microsoft Excel.
Experience with Microsoft Visio.
Special Knowledge / Skills / Abilities
Strong working knowledge of the applications and technology supporting a call center. Strong computer hardware and software skills.
Technical understanding of scheduling theories, formulations, and systems.
Strong planning and organization skills.
Keen problem solving skills.
Good communication (oral, written, and interpersonal) skills.
Desire to be on the leading edge of managing in a team environment.
Keen understanding of union/contractual agreement.
Demonstrates creativity.
Proven leadership skills.
Project management skills.
Supervisory Responsibilities
Supervises nonexempt employee(s)
Miscellaneous
The profitability and overall success of the organization will be dependent upon the ability of the Force Management Specialist to perform this job efficiently.
All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, age, disability, place of birth or marital status.