WFM cum Report Manager

freeC's Client

• Should have exposure to managing multiple Operations/Customer Service platform

• Communication with clients/Operations- periodic review of Performance, managing day-to-day operations, accommodating client requests.

• Analyze historical call trends by source, handle time, and root cause to identify operational opportunities and pro-actively communicate this information to leadership while implementing appropriate action plans

• Review and analyze the monthly, quarterly, and yearly Contact Center Performance Reports for both internal and external stakeholders and distribute as required

• Facilitate business and operational relationships between client and internal teams with effective and efficient communication to ensure accurate and timely delivery of daily administration of dialer and related application

• Design, build and maintain campaigns, calling list, filters and extract performance and compliance reports 

• Troubleshooting dialer issues and communicating with management

• Ensure optimization of dialer function as well as best use of data

• Ensure that the real-time management team provides the appropriate real-time guidance and direction and takes appropriate action to meet service level goals and maximize efficiency

• Monitor all agents/staff logged into dialer system to assure staff logged into appropriate campaign to each department group and to maximize utilization of agent productivity while logged into campaigns

• Ensure all work is performed in compliance with company policies as well as local, state and collection/sales laws and regulation

• Oversee reporting-internal and external reporting and analytics for Member Services

• Offer real time support to team leaders to maximize agent performance and also achieve the desired level of KPI's.

• To report and liaise with aspect team for any technical issue and help in the resolution

• Responsible to set up new campaigns and improve the performance by applying different strategies.

• Preparing performance decks for the accounts aligned

• Provide team coaching and development by accurately accessing strengths and opportunities, giving timely and actionable feedback, as well as motivate direct reports to optimize performance.

• At least 03 year experience in manage a report team and knowledge of workforce management

• Experience in Call Center will be a plus.

• Must be able to multi-task, be detail oriented and possess strong project management/ organizational skills

• Must be proficient with Excel, have the ability to organize/analyze, import/export data in a structured manner (administration, pivot tables, PowerBI…)

• Presentation/Communication Skills

• Excellent interpersonal and written communication skills

• Ability to provide leadership, direction, motivation, development opportunities, and build high performing teams

• Strong working knowledge of Windows based programs (Word, PowerPoint, Access, etc.)