Supervisor Customer Service Workforce Analyst (Hybrid- PA, NJ, DE)

Responsibilities

The Workforce Management Supervisor is responsible for leading a team of specialists who manage the real-time performance of the call center through schedule optimization, performance analysis, and intraday adjustments.The supervisor also supports the workforce analyst team, who produce schedules and reporting for the call center.The WFM supervisor is also expected to be able to generate detailed analytics and presentations for business stakeholders related to call center metric data.

Key functional responsibility includes the ability to demonstrate a strong understanding of how planning/forecasting staffing requirements translate to a long-term capacity and staffing plans, as well as understanding how short-term forecasts and optimal agent schedules support multi-department contact center operations.

Key Responsibilities include:

·Responsible for managing departmental staff to effectively provide:

oConsistent and insightful real-time analysis is provided to business partners to improve intraday performance.

oAppropriate scheduling and optimization for schedules for 500+ associates.

oForecasting and reporting that is aligned to business needs and provides accurate and actionable business intelligence.

·Perform continual, meaningful analysis of current performance (noting recent historical trends) and communicate results with Operations teams to improve and achieve service level goals / business objectives for a multi-site operation.

·Collaborates with contact center management, executive leaders, training leaders, technical partners, and financial planning to achieve operational and budgetary objectives.

·Lead projects to improve the performance and outcomes produced by the workforce management team.

·Provide staffing recommendations by business areas, working closely with business area managers and training coordinators to ensure requirements are met to meet service standards, based on analysis.

·Generate long-term capacity plans (18–24-month view) for multi-department call center.

·Generates short and long-term staffing models and provides recommendations based on analysis.

·Other related duties as assigned.

Education

·Degree is preferred.

Experience

·Minimum of two years’ experience supervising others is preferred.

·Minimum of five years of experience in performing WFM functions (specifically forecasting and scheduling) in a multi-department/site contact center environment is required.

Knowledge, Skills, Abilities

·Ability to lead, direct and effectively negotiate and motivate others to achieve results.

·Complete understanding of overall operational activities including phone, email and chat support.

·Advanced presentation, interpersonal, time management and organizational skills.

·Solid problem solving, analytical and communication skills.

·Advanced experience with WFM software (IEX, Verint, etc.) is required.

·Advanced experience with Genesys or another skills-based call routing platform is required.

·Ability to organize/analyze data in a structured manner.

·Advanced proficiency with Excel and other Windows based programs (Word, PowerPoint, etc.).

·Ability to work with pivot tables and large quantities of data using macros and vlookups.

·Capacity Planning experience

·Experience with reporting tools such as PowerBI or Tableau

·Candidates must have flexibility to work from home as well as be open to overtime opportunities (i.e. possible weekends, evenings, holidays depending upon business needs).

·Ability to work from home, which includes high speed wi-fi capability of at least 400 Mbps and a quiet, confidential workspace.

IBX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to their age, race, color, religion, sex, national origin, sexual orientation, protected veteran status, or disability.

Must have an Android or iOS device which is compatible with the free Microsoft Authenticator app.