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Workforce Sr. Specialist II (RTA/Real Time)

2.00 to 6.00 Years   Mumbai City   02 Dec, 2020
JPMorgan
Job LocationMumbai City
EducationNot Mentioned
SalaryNot Disclosed
IndustryBanking / Financial Services
Functional AreaOperations Management / Process Analysis,Sales / BD
EmploymentTypeFull-time

Job Description

The Workforce Sr Specialist II within the Operations Infrastructure Workforce Management Team for Consumer and Community Banking (CCB) will be responsible for the real time monitoring and day-to-day service levels for CCB Contact Centers. Partnering with the Workforce Planning Analysts (Forecasters and Schedulers) individuals will perform daily attendance line support and reporting while administering to multiple LOBs. Responsibilities also include entering and reporting schedule and exception activity, providing management with performance reports relating to forecasting, scheduling, service level and Specialist performance, while using eWFM (eWorkforce Management), RTA (Real Time Adherence), CMS (Lucent Centre View) or other various software applications to perform duties.Duties

  • Skilling/Re-skilling Specialists using CMS
  • 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
  • Critical Thinking
  • Ability to demonstrate leadership capabilities
  • Analytical skills
  • Excellent verbal and communication skills
  • Ability to multi-task and prioritize task(s) in a high volume, high stress environment
  • Ability to be proactive, detail oriented, and organized, with good follow-up skills
  • Demonstrated ability to work fluidly with people at a variety of levels internally and externally
Qualifications
  • Two-year college degree or equivalent work experience
  • Minimum two years experience in a call center that used automated tracking tools, including Workforce Management software required
  • Experience and knowledge of Call Center Operations within a multi-site environment
  • Proficiency with eWFM scheduling software and/or CentreVu Supervisor preferred
  • Experience with Automatic Call Distribution (ACD) and/or Call Management System (CMS) systems and reports preferred
  • High proficiency with Microsoft Word and Excel
  • Show high levels of professionalism and confidentiality at all times
  • Basic understanding of Workforce Management practices
,

Keyskills :
real time monitoringcall center operationsservice levelmicrosoft wordservice levelscall managementcenter managementmanagement systemworkforce planningworkforce managementcmsrtawordewfm

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