Job Summary
Under technical direction, coordinates activities around real-time management and scheduling of staff to ensure department strategic objectives are achieved. Responsible for making data-driven decisions and recommendations to ensure CNA contact centers and/or processing operations have the resources needed to meet customer demand.

Essential Duties & Responsibilities
Performs a combination of duties in accordance with departmental guidelines:

1. Responsible for real-time management across contact centers and/or processing operations by monitoring current service levels and coordinating staff skilling assignments; provides intraday status reporting accordingly.
2. Provides guidance to contact center and/or processing leadership on staffing and resource allocation based on forecasted volumes and real-time trends.
3. Coordinates the assignment of schedules and works with leadership to ensure schedule adherence/productivity. Includes recommending schedules for training, meetings, PTO, or any offline activities.
4. Recommends potential changes to volume and handle time forecasting based on observed real-time trends.
5. Responsible for creating and updating departmental workflows and processes related to the role. Supports innovation by recommending workflow and process improvements.
6. Monitors, gathers, and analyzes workforce and workload data. Escalates, solves, or recommends solutions for service issues.
7. Provides training and subject matter expertise on workforce management best practices and tools.

May perform additional duties as assigned.

Reporting Relationship
Manager or above

Skills, Knowledge & Abilities

1. Solid knowledge of department workflows and tools.
2. Experience in a multi-skilled contact center environment and/or transactional processing operations.
3. Technical knowledge in workforce management, ACD/call routing and reporting applications (experience with transactional inventory/skilling tool would be advantageous).
4. Attention to detail and ability to handle multiple competing priorities.
5. Solid knowledge of Microsoft Office Suite and other business-related software.
6. Strong verbal, interpersonal and conflict management skills.
7. Ability to communicate effectively in person and in writing to various audiences.
8. Proven analytical, written, and data presentation skills.
9. Solid organizational skills with the ability to work independently in a fast-paced environment.

Education & Experience

1. Bachelor's degree, in a related discipline, or equivalent relevant experience.
2. Typically a minimum of two years of workforce management experience in a multi-skilled contact center
3. Workforce Management experience in a back-office/processing environment a plus.

Job

 Operations

Primary Location

United States-Florida-Lake Mary

Other Locations

United States-Pennsylvania-Wyomissing, United States

Organization

 Operations