Job: IRC187248
Department Description
Brief Description
Provide real time monitoring for the call centers and its products. Identify inconsistencies through real time monitoring and make gating changes when applicable. Enhance call center management's resource options through reporting, scheduling, planning, and analysis. Communicate with call center management to compliment the ongoing relationship building process. Manage several projects on a continued basis.
Job Responsibilities
· Responsible for monitoring service levels, call volumes, and representative adherence to schedules for designated products (FAC/FRS/RSG/GHD)
· Accountable for real-time, intraday gating changes via Aspect/Rockwell and Genesys software as well as providing notification to the appropriate parties
· Creates and maintains accurate skill assignments in CME and Genesys Workforce Management.
· Provides call coverage during business hours through CCSS service hotline
· Provides same day & future day processing for multiple CCSS Workforce Management mailboxes and web requests
· Accountable for monitoring the number of calls in queue for designated products during evening coverage and making real-time decisions to clear the queue
· Completes FTE, volume, staff, optimal schedule, and trending projects for the call centers as required
· Prepares weekly work schedules and weekly, monthly, yearly call volume forecasting
· Conducts event planning and coverage including call volume allocation changes for events
· Partners with Senior Analyst to manage the relationship role between multiple levels of management
· Facilitates resources meetings on a weekly or as needed basis
· Performs routine maintenance of Genesys Workforce Management Tool
· Collects and analyze data for future statistical trends
· Produces daily / weekly / monthly and YTD reports for all products.
· Responsible for minimal ad hoc reporting
· Tracks outages that affect call volume across all groups
· Performs routine maintenance of Agent I Groups.
· Conducts necessary research to resolve inquiries and contacts appropriate party for resolution
· Demonstrates professional telephone and customer service skills
· Call Center Experience is highly preferred but not required.
· Bachelor's degree or equivalent work experience is preferred
Qualifications
Candidate will be required to learn workforce management software knowledge (i.e. Genesys, TCS, Aspect, CME, RTD, etc.). Also required is the ability to exceed in all six competencies below:
· Professional Demeanor: Demonstrate patience, composure, and a client service attitude.
· Service Adeptness: Comprehend and empathize with client needs, devote time and effort to satisfy client requests.
· Problem Solving and Decision-Making Skills: Think analytically, use good research skills, apply past experiences to problem resolution, develop multiple resolutions, know how and where to go to solve problems.
· Flexibility and Adeptness: Handle multiple projects and daily tasks in a changing environment, adapt to new approaches that improve overall work efficiency and effectiveness.
· Initiative: Identify process improvements, demonstrate a "self-starter" behavior, a willingness to help others, and show potential to require minimal supervision.
· Communication Skills: Communicate effectively both written and verbal, tailor communications to audience, actively listen and follow-up with questions and updates to involved parties.
All candidates must show a comprehensive understanding and working knowledge of:
· The Merrill Lynch Principles
· Planning, organizational, and scheduling skills
· The importance of being detailed oriented
· Microsoft Excel and Word
Merrill Lynch is an Equal Opportunity Employer.