Create processes and SOPs that will result in effective monitoring & allocating of all call traffic across all LOBs.
Implement and oversee day-to-day operations to utilize staff members efficiently.
Accountable for achieving designated SL, Abandon Rate goals at a weekly, daily and intraday level for all LOBs within Care - VBC, Enterprise and Residential
Responsible for tracking intraday performance at a site, and enterprise level for each LOB.
Partner and coordinate with Scheduling and Forecasting team to provide targets for off-phone activities at an intraday level, including coaching, meetings, training, etc.
Partner and coordinate with Scheduling team to provide targets for OT and VTO as needed.
Make recommendations to Senior Leadership on maximizing the efficiency of Vonage's call center operations from a resource allocation perspective, with the objectives of consistently achieving service performance goals and minimizing cost-per-call and cost-per-avg-line while allowing the Care Operations group to also meet and exceed FCR, quality, and CSAT goals.
Foster and maintain a culture and work environment that makes the Vonage WFM group a highly desirable team for employees to work.
Support the entire Customer Care call center group, and specifically the Operations team, in making Vonage an "employer of choice".
Produce ad-hoc and standard reports as needed and maintain ongoing efforts around the capacity plan for Vonage Business Cloud, Enterprise and Residential support.
Provide historical analyses and post-performance analyses as needed
Research and recommend process improvement solutions, ensure efficiency and currency of the established procedures to achieve optimum performance levels for the Call Center Operations.
Provide constant reviews and feedback on areas of potential risks and threats to identify these risk elements and take appropriate corrective and/or preventive measures.
Manage a team of captive analysts and remote workforce team and develop operating standards and targets to evaluate respective functions inclusive of real-time/intra-day monitoring, multi-site scheduling, and global forecasting.
Work closely with Genesys team within WFM and the Telecom team within IT to ensure that all routing, and specifically Genesys logic, is working as designed to provide optimal performance.
Specific Requirements (Technical Knowledge, Software, Etc.)
Minimum of 5 years of experience in Workforce Management.
Minimum of 5 years of Call Center management experience.
Minimum of 3 years of experience managing real-time Operations or Command Center function in a multi-site call center organization
Experience in a multi-site call center operation
Experience with a call center operation using outsourced vendors.
Must possess very strong analytical skills.
Must possess an in-depth understanding of call center metrics.
Must be highly proficient with Excel.
Must possess excellent written and verbal communication skills.
Must possess experience using WFM software, ideally Aspect's eWFM including ability to design and maintain real-time reports and displays
Additional Skills (would like to have but not required)
In-depth understanding of Genesys Universal Routing platform including understanding multiple switch configurations and the dependencies between switch and Genesys platform from a call routing perspective.
Experience with skills-based routing strongly preferred.
Advanced statistical analysis experience in a Workforce Management role
College degree or equivalent business experience in a large call center operation support environment.
Telecommunications industry preferred