POSITION SUMMARY:
Under general supervision this position is responsible for real-time operational management, database management, future staff planning and historical reporting of all RCCL contact center activities. This role will examine the contact center trends for North America, the Philippines, Mexico, as well as a 3rd party vendor. Trends include but not limited to call volumes, call patterns, staff productivity, attrition rates, and resource allocation. The Operation Specialist must be able to handle unplanned events and ever-changing call flows in a proficient and professional manner. This position will also have some level of leadership responsibility and will be asked to conduct themselves in a leadership manner with professionalism, outstanding customer service and accountability. Identifying organization as well as department policies and procedures will be required. Completing tasks accuracy and efficiently will be required in a time sensitive environment. Multi-tasking and prioritizing will be required while meeting necessary deadlines. The administrative requirements in a contact center environment are always evolving and the Operations Specialist must be able and willing to evolve within this environment.
Want more jobs like this?
Get jobs in Pasay, Philippines delivered to your inbox every week.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
1. This position would be a lead contact for general questions from the Workforce Planning as well as the leadership team. They would also back up the Operations Supervisor which would include but is not limited to the supervision of daily activities within the department and assist with new hire and ongoing training. This role will require innovative thinking and willingness to create and support ideas.
2. Responsible for ensuring staffing, call routing, service levels and abandonment requirements are at the optimal levels for all areas of the contact centers. Responsible for reacting to and correcting unplanned operational disruptions. This includes resource allocation, call routing, and working with the leadership team in order to meet departmental objectives. Managing staffing levels with overtime and undertime. This role will also assist with training, monitoring and calibrating the Workforce Planning teams across each site to ensure best operational efficiencies are in place.
3. Responsible for identifying aspects of daily operational duties that need improvement, troubleshooting, and/or implementing a more efficient process. This includes but is not limited to knowledge of operational functions, open communication, proficient skill in Microsoft Office products and other databases listed below.
4. Responsible for ensuring that all the data entry associated with the operations databases are maintained and kept accurate through routine auditing. Establish and maintain all databases for accuracy in administration and reporting functions. This includes Aspect (Workforce, RTA & Optimization), Avaya CMS (call management system), Hyperion, and future databases not listed but that may be introduced to the operations area to improve the operational performance of the contact centers.
5. Responsible for assisting management, supervisors, agents and the Workforce Planning Team in scheduling time off as well as trainings, briefings and events as they arise. Accuracy and creativeness will be required to perform this task as it is constantly evolving. Responsible for the creation and implementation of shift bids, vacation bids, and holiday bids of all contact centers across all business areas.
6. Plan and forecast short term and long-term workload / call volume associated with each call center area. Must be knowledgeable in weekly staffing patterns and will be responsible to create and assist in weekly intra-day performance reports. Weekly management of overtime and undertime planning. Excellent communication skills with the leadership team in regard to forecast planning is a requirement.
7. Responsible for the preparation, analysis and recommendations of multiple reports related to the operational and staffing performance of all contact centers across all business areas.
8. Provide our employees information on different contact center attendance policies across the brands and sites in North America as well as the Philippines and Mexico. This includes the understanding of different scheduling, adherence and time off requirements that must be implemented and managed throughout the different organizations in order to keep the consistency and integrity of all attendance policies.
This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management.
#LI-FB2