Workforce Sr Specialist II (RTA/Real Time)

Job Description

Operations teams develop and manage innovative, secure service solutions to meet clients needs globally. Developing and using the latest technology, teams work to deliver industry-leading capabilities to our clients and customers, making it easy and convenient to do business with the firm. Teams also drive growth by refining technology-driven customer and client experiences that put users first, providing an unparalleled experience.Employer DescriptionChase is a leading financial services firm, helping nearly half of America s households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants and employees religious practices and beliefs, as well as any mental health or physical disability needs.Equal Opportunity Employer/Disability/VeteransGeneral Requirements for RoleThe Workforce Planning (WFP) team is part of Consumer and Community Banking (CCB) Global Finance & Business Management Office and provides workforce products, technologies, scheduling, forecasting and real time support for CCB Contact and Back-Office Centers. The Workforce Sr Specialist II (RTA/Real Time) is responsible for the real time monitoring of day-to-day service levels for multiple LOB s. Responsibilities include entering and reporting schedule and exception activity, providing management with performance reports relating to forecasting, scheduling, service level and Specialist performance, while using eWorkforce Management (eWFM), Real Time Adherence (RTA), and/or other various software applications to perform duties.Responsibilities Include

• Real time monitoring of service level
• Identify need to increase or decrease off-phone time and employee movement in order to optimize service levels, communicate changes to call center management, and then implement changes as required
• Plan and influence the participation of all off-phone activities for specialist meetings, coaching, and department initiatives.
• Maintain real time schedules and complete real time analysis
• Complete real time segment entry of incoming requests within predefined guidelines that require analysis of service level
• Facilitation of daily status calls with the business
• Tier 1 troubleshooting for business interruption and escalation as appropriate

Skills Required

• Advanced knowledge of Call Center Operations, Contact Center Metrics, and Workforce Planning practices
• Ability to demonstrate leadership capabilities
• Excellent written and oral communication skills
• Strength in quantitative analysis, critical thinking, problem solving, and innovation
• Highly detail oriented, ability to work on multiple projects/tasks simultaneously, manage time, and prioritize to complete a project/task
• Must be flexible with work schedule to accommodate business needs
• Comfortable with a fluid business environment, changing job priorities, and working with people at a variety of levels internally and externally with the ability to work independently and/or in a group
• Excellent follow-up skills
• Ability to work in a consistently fast-paced, high-volume, high-stress environment with the ability to work independently and in a group
• High proficiency in using MS Excel and reporting preferred
• Experience with collaboration, communication, and presentation skills preferred

Qualifications

• 2+ years experience working in large call center, multi-site, or similar environments
• Proficiency with eWFM scheduling software
• Experience with Automatic Call Distribution (ACD) and/or Call Management System (RTP/Pulse) systems and reports
• Experience with collaboration, communication, and presentation skills required
• College degree or similar work experience preferred
• Show high levels of professionalism and confidentiality at all times
• Basic knowledge and understanding of Workforce Planning platforms and practices, both internal and cross-LOB s required

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Keyskills :
real time monitoringcall center operationscall center managementback officeservice levelcontact centerglobal financesmall businessdeposit growthcall center