Supervisor, Workforce Command Center

The Results Companies

Provo (UT)

On-site

USD 55,000 - 75,000

Full time

14 days+

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Benefits offered by this job

Strong leadership

Opportunities for advancement

Job summary

A leading customer experience provider in Provo, Utah, is seeking a WFM Results Command Center Supervisor to supervise real-time analysts and manage performance for multiple clients. This role includes creating strategies to optimize contact center operations and ensuring that KPI and service levels are met. The ideal candidate will have strong leadership skills and experience in outbound management. Benefits include opportunities for advancement within a global organization.

Qualifications

6 months of Outbound Performance Analytics experience.
2+ years of previous Contact Center management experience.
Exceptional verbal and written communication skills.
Must be able to multi-task in a professional & courteous manner.
Must have analytical and troubleshooting expertise.

Responsibilities

Supervise a team of 3+ Real Time Analysts.
Manage Strategy, KPI, and Service Level requirements for multiple clients.
Create Daily Dialing and List Strategy Plans.
Monitor campaigns and various real-time metrics.
Communicate performance issues with management.

Skills

Outbound Performance Analytics

Contact Center management

Microsoft Office proficiency

Analytical skills

Negotiation skills

Communication skills

Education

High School Diploma

Tools

Predictive dialing systems

Job description

Named the 2015 "Best Voice Excellence Company" in the Philippines by ICT International and Inc. Magazine’s 5000 Fastest Growing companies in the U.S., The Results Companies is a successful Customer Experience leader on the move. Award winning solutions are the hallmark of Results' Partnership approach delivering innovative contact center outsourcing services for companies spanning all verticals including Healthcare, Travel & Entertainment, Telecommunications, Education, Financial Services, Retail Cable/MSO and Energy. With over 14,000 employees in 22 locations, Results is able to offer domestic, nearshore and farshore solutions. Driving success through Analytic Hiring, Real-Time Data Analytics, State-of-the-Art Technology and centered around Operational Excellence focused on Continuous Improvement ensures that every customer touch is delivered to the highest degree. Visit us at TheResultsCompanies.com and peruse our library of case studies and industry insights to learn more about why Results is one of the fastest growing Customer Experience companies in the world.

Job Description

Position Overview:

The WFM Results Command Center Supervisor ensures that the Real Time Analyst takes actions to ensure the enterprise achieves its contacts per hour and sales per hour interval, daily, weekly, monthly and Quarterly goals. The RCC Supervisor works with GRP’s, site LRP’s and internal business leaders to determine corrective actions to mitigate day‑of events that impact performance plan.

Essential Job Duties and Responsibilities:

Directly supervises a team of 3+ Real Time Analysts
Effectively manages Strategy, KPI and Service Level requirements for multiple clients
Coordinates with GRP on Forecasted hours requirement per campaign
Creates a Daily Dialing Plan that is generated from the client forecast
Creates a Daily List Strategy Plan with various sources per campaign
Makse sound business decisions to change list sources to optimize performance
Understanding of State and Federal rules of engagement for outbound dialing
Monitors campaigns for wait times, drop rates and agent states
Monitors numerous real time metrics such as Dials per hour, Contacts per hour, conversion, sales per hour, completes per hour, schedule adherence, ACW against a matrix of defined thresholds
Loading leads (ensure counts are correct)
Deletion of finalized records
Assigns agents to campaigns
Distribute proper leads to meet dialing plans
Ability to impact CPH through list management or list separation
Ability to create strategies to maximize performance
Delivery of flash reports to Distro list
Communicates performance issues with Manager
Ability to deal as a point for any technology or facility issues affecting call center and support operations
Site real time communication on LRP bridge or direct contact
Completes weekly/monthly recap for Manager
Production reports are required
Manages interval, daily, weekly, and monthly plan objectives
Make objective recommendations to management on list dialing strategies to maximize list performance and drive right contacts to right agents
Provides Objective Flash reporting of various KPI’s to key stakeholders within the Results organization

Qualifications

6 months Outbound Performance Analytics experience

2+ year’s previous Contact Center management experience.

Must be highly‑proficient on computers, Excellent knowledge and use of Microsoft Office (word processing, spreadsheets, and database systems). Technical and Software experience required.

High School Diploma Required

Broad knowledge of outbound contact center environment

Exceptional verbal and written communication skills

Must be able to multi‑task in a professional & courteous manner

Must be able to accommodate a flexible schedule

Superb Listening, probing, negotiation and de‑escalation skills needed

Must have analytical and troubleshooting expertise

Preferred:

1 year Outbound Dialer Administration experience

1 year Outbound Performance Analytics experience

3 years+ Contact Center Operations or Outbound management experience

Experience in with predictive dialing systems such as Davox, EIS, Legacy, and Altitude.