Supervisor, Workforce Command Center

Company Description

Named the 2015 "Best Voice Excellence Company" in the Philippines by ICT International and Inc. Magazine’s 5000 Fastest Growing companies in the U.S., The Results Companies is a successful Customer Experience leader on the move. Award winning solutions are the hallmark of Results' Partnership approach delivering innovative contact center outsourcing services for companies spanning all verticals including Healthcare, Travel & Entertainment, Telecommunications, Education, Financial Services, Retail Cable/MSO and Energy. With over 14,000 employees in 22 locations, Results is able to offer domestic, nearshore and farshore solutions. Driving success through Analytic Hiring, Real-Time Data Analytics, State-of-the-Art Technology and centered around Operational Excellence focused on Continuous Improvement ensures that every customer touch is delivered to the highest degree. Visit us at TheResultsCompanies.com and peruse our library of case studies and industry insights to learn more about why Results is one of the fastest growing Customer Experience companies in the world.

Job Description

Position Overview:

The WFM Results Command Center Supervisor ensures that the Real Time
Analyst take actions to ensure the enterprise achieves its contacts per hour
and sales per hour interval, daily, weekly, monthly and Quaterly goals. The RCC
Supervisor works with GRP’s, site LRP’s and internal business leaders to
determine corrective actions to mitigate day- of events that impact performance
plan.

Essential Job Duties and Responsibilities:

1. Directly supervises a team of 3 Real Time Analysts

2. Effectively manages Strategy, KPI and Service Level requirements for multiple clients

3. Coordinates with GRP on Forecasted hours requirement per campaign

4. Creates a Daily Dialing Plan that is generated from the client forecast

5. Creates a Daily List Strategy Plan with various sources per campaign

6. Makse sound business decisions to change list sources to optimize performance

7. Understanding of State and Federal rules of engagement for outbound dialing

8. Monitors campaigns for wait times/ drop rates/ agents states

9. Monitors numerous real time metrics such as; Dials per hour, Contacts per hour, conversion, sales per hour, completes per hour, schedule adherence, ACW against a matrix of defined
   thresholds

10. Loading leads (ensure counts are correct)

11. Deletion of finalized records

12. Assigns agents to campaigns

13. Distribute proper leads to meet dialing plans

14. Ability to impact CPH thru list management or list separation

15. Ability to create strategies to maximize performance

16. Delivery of flash reports to Distro list

17. Communicates performance issues with Manager

18. Ability to deal as a point for any technology or facility issues affecting call center and support operations

19. Site real time communication on LRP bridge or direct contact

20. Completes weekly/monthly recap for Manager

21. Production reports are required

22. Manages interval, daily, weekly, and monthly plan objectives

23. Make objective recommendations to management on list dialing strategies to maximize list performance and drive right contacts to right agents.

24. Provides Objective Flash reporting of various KPI’s to key stakeholders within the Results organization

Qualifications

1. 6 months Outbound Dialer Administration experience

2. 6 months Outbound Performance Analytics experience

3. 2 year’s previous Contact Center management experience.

4. Must be highly-proficient on computers, Excellent knowledge and use of Microsoft Office (word processing, spreadsheets, and database systems). Technical and Software experience required.

5. High School Diploma Required

6. Broad knowledge of outbound contact center environment

7. Exceptional verbal and written communication skills

8. Must be able to multi-task in a professional & courteous manner

9. Must be able to accommodate a flexible schedule

10. Superb Listening, probing, negotiation and de-escalation skills needed

11. Must have analytical and troubleshooting expertise

Preferred:

1. 1 year Outbound Dialer Administration experience

2. 1 year Outbound Performance Analytics experience

3. 3 years Contact Center Operations or Outbound management experience

4. Experience in with predictive dialing systems such as Davox, EIS, Legacy, and
   Altitude.

5. Technical support experience a plus

6. Must have previous customer/client interface experience and the ability to handle upset clients in
   a professional manner

7. Proven performance, able to meet compliance, quality, and productivity metrics

8. Proven ability to work well in a high pressure/target driven environment

Additional Information

Additional Information

Benefits include, but are not limited to:

•        Health care benefits
•        Bonus incentives
•        Strong leadership
•        Opportunities for advancement within our global organization
•        Business Casual Dress Environment
•        Fun and relaxed working environment
•        Employee referral bonuses
•        Paid training