Here are the details of Workforce Management Capacity Planner job in Synchronoss Technologies. This job or placement paper has been sourced from either company website or newspaper or other media and from students who appeared for this job. User is requested to verify the data before applying for the job.
Ideal candidate must have at least 3 years of relevant experience in a call center workforce management.
Familiar with standard concepts, practices, and procedures within the call center industry.
Must have experience with skills based routing, call center technology.
Solid understanding of call center workforce management tools and theories
Extensive knowledge of call center, staffing and forecasting practices, to include experience with IEX, Blue Pumpkin or similar workforce tools.
Superior analytical, staffing and technical skills required to interpret and analyze system data.
Ability to persuasively communicate ideas to managers and senior management.
Demonstrated knowledge and ability with adult learning principles, ADDIE, action learning, evaluation of both training programs and training results.
Excellent communication and organizational skills.
Strong project management skills.
Demonstrated accuracy with detailed work.
Ability to meet deadlines and complete tasks with minimal supervision.
Advanced experience with Excel, Word, Outlook, PowerPoint and Access.
Flexibility with work schedule required (Some travel required)
Ability to read, interpret, edit, and critique documents, instructions and information
Ability to effectively communicate verbally and in writing; ability to speak effectively to groups courteously and tactfully in person, on phone, etc.
Ability to interact with customer and articulate team performance and status in a cohesive, meaningful fashion.
Ability to analyze/interpret and solve problems with minimal direct supervision using good judgement.
Ability to make decisions in concert with policies, procedures, objectives and philosophies
Ability to create/modify spreadsheets to convey results of team performance and analysis performed
Ability to create documents and presentations to convey status, plans, actions and/or processes.
While performing the duties of this job the employee is frequently mobile within own office and throughout inside/outside of main facility and subsidiary or customer locations.
Assist Director in setting departmental direction, goals and standards to ensure best in class performance of Call Center operation.
Monitor Queues/Skill sets for multiple locations and report average speed of answer, abandon call rates, average handle times, productivity, occupancy and other call center metrics
Adjust staffing levels as required due to changes in call volume.
Identify and recommend overtime and “flexible” time off needs by locations.
Analyze intraday/daily service level performance, call volume, AHT, ASA, staffing, etc., and initiate real-time corrective actions to ensure acceptable service levels.
Ensure call flow and systems are operating properly throughout the day.
Planning and schedule management to ensure optimal utilization of call center resources including vacation management, shift coverage, optimization of breaks & lunches, training and off-line activity.
Develop short, medium and long-term projections of capacity needs based on call volume (including growth and attrition trending) forecasts
Track and monitor Customer Service Representative (Agents) off phone activities (breaks, lunches, training, Not Ready, etc.) to ensure adherence to schedules
Implement, monitor and revise programs, policies and procedures as directed by the Director and local Managers.
Create and distribute complex historical and real-time reports containing key call center performance metrics.
Analyze data to generate reports for presentation to senior management, and make recommendations for continuous improvement of the performance of the call center.
Coordinate off-line activities (i.e. Team meetings, vacation, coaching, and time off) in order to minimize service level impacts.
Travel as needed (up to 25% travel).
Synchronoss was established in the year 2000 it is a one of the best and leading company in software and cloud technology solutions.
The company provides its service to the world largest companies like Apple, Dell, Panasonic and Nokia. These customers utilize our platforms, technology and services to service both consumer and business customers, including over 300 of the Fortune 500 companies.
6th & 7th Floor
Tower B, No.12, Bannerghatta Road,
Koramangala, Bangalore 560 029 India
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