Subject Mater Expert

California  ‐ Onsite
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Keywords

Description

Subject Matter Expert  

Job Summary : 
Responsible for creating cost efficient schedules that support forecasted call volume, KANA email, TTY, language line volumes and other contact center activities in a multi skill, multi site contact center and adhere to region-specific union work rules and labor laws. Maintains CSR skill inventory in workforce management system. Schedules meetings and training as directed. 

Major Responsibilities/Essential Functions :  
1. Responsible for creating cost efficient schedules that support forecasted volumes in a multi skill, multi site contact center and adhere to region-specific union work rules and labor laws. Creates and makes recommendations to workforce management team on long and short term staffing needs to achieve maximum efficiency of productivity, recommends operational improvements and develops shift bids. 
2. Coordinates and schedules off phone activities to meet compliance requirements, business objectives, and ensuring performance standards are achieved. Schedules and tracks completion of team meetings, trainings, team huddles, coaching sessions, side by sides and other offline work. 
3. Ensures adequate staff scheduled by skill to achieve service level goals. 
4. Maintain knowledge of union contracts and labor laws and responsible for vacation bid process and ensuring it is completed within contractual guidelines. 
5. Maintains CSR skill inventory in workforce management system. 

Minimum Work Experience and Qualifications (Indicate minimum years of job experience, skills or abilities required for the job.)  

4 years in a multi site contact center scheduling role. Must have excellent communication skills, strong organizational skills and the ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail. Knowledge of queuing theories and workforce forecasting and scheduling (eWFM, Verint/Blue Pumpkin), computer telephony integration (CTI), interactive voice response (IVR) units, and automatic call distribution (ACD). Experience using Mainframe or personal computers and Microsoft Office applications. Highly collaborative individual with ability to influence others and build strong professional relationships. Performs other related duties and assignments as required and as assigned by their Manager.

Start date
Immediate
Duration
5 month +
(extension possible)
From
Enclipse Corp.
Published at
08.06.2013
Project ID:
549004
Contract type
Freelance
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