Job Description

Management Level HFunction/DepartmentContact Center Planning & AnalyticsDate5/13/2021Requested Job TitleCustomer Care Planning AssociateJob CodeUS-S0006FLSA StatusNon exemptEEO Category1Career Band and LevelManagement LevelH-SPEReports to (Job Title)Manager, Contact Center Planning & AnalyticsDirect Reports (Yes/No)NoNote: The final Job Title will be determined by Compensation.High Level SummaryThe Contact Center Planning Associate will provide real-time support to the Contact Center, improving overall queue performance management. You will work across the business to achieve operational goals by reviewing service performance and drivers, identifying plan discrepancies in real-time results, and performing root cause analysis. You will also provide recommendation to the business to maximize effectiveness and realign resources for optimal performance.Essential Functions/Responsibilities

• Monitors contact center service indicators and initiates real-time action plans with business partners.
• Communicate with Phone CSRs on regular basis for activity alerts and status changes as needed.
• Tracks and reports on CSR attendance and adjusts staff schedules as needed.
• PerformsPerforms adjustments, maintains daily logs, and monitors phone agent adherence to schedule.
• Tracks PTO requests
• Schedules off-phone events through supervisory discussions and queue assesment.
• Assists in preparing other WFM reports as needed.
• Updates CSR profile information in telephony and workforce management applications.
• Identify process gaps and opportunities for increased service levels.
• Report information to leadership and provide solution recommendations.
• Maintain working relationships with leadership and business partners, ensuring their support needs are met.

Education Requirements

• High School Diploma

Experience Requirements

• 1+ years Customer Service/Contact Center experience or workforce management experience
• Previous financial service industry experience

Skills and Abilities

• Proficient with MS Office applications, especially Excel.
• Ability to take initiative, seek out root causes and explain business performance.
• Ability to think clearly and act positively under pressure.
• Ability to navigate multiple computer systems, applications and utilize search tools to find information.

• Excellent organizational skills and ability to balance several on-going projects simultaneously.
• Clear communication skills and ability to deliver oral presentations with confidence.
• Knowledge of call center management calculations, technologies and key performance indicators.

Certifications, Licenses and/or Registrations - Completing this section is optional

• N/A

The statements contained herein reflect the principle/essential functions and most significant duties of the job, and is not an all-inclusive list of the jobs requirements. Individuals may perform other duties as assigned including work in other areas to cover absences, provide relief as needed and/or to equalize peak work periods or otherwise balance workloads.Equal Opportunity StatementWe are an equal opportunity employer and make employment decisions without regard to race, creed, religion, national origin, sex (including pregnancy, gender identity, and sexual orientation), parental status, marital status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, status with regard to public assistance, or any other characteristic protected under federal, state, or applicable local law.We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. Please note any offer of employment is subject to satisfactory pre-employment screening checks.

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