Work Force Management – Jacksonville

Dimension & Scope:

The Senior Associate is responsible for managing a high level of quality and accuracy while maintaining the organization’s goals of cost controllabor utilization and service level. The scope of this position concentrates most heavily on complex multi-site accounts. The incumbent is also responsible for the analysis, call trending and direction of the global environment on an incremental basis. In addition, this position is accountable for global labor utilization, Key Principal Indicators by program and program set-up for both inbound and outbound programs. The incumbent must be competently knowledgeable in understanding the financial impact to decisions they may implement in their call and volume management role.

Principal Duties and Responsibilities:

-Analyze real-time daily, weekly, and monthly Call Management metrics.
-Develop action plans in support of missed Call Management metrics. Utilized expert knowledge of the inner-workings between all platforms in order to manage call volume and labor within the various programs they support.
-Responsible for the global management of all programs.
-Assist the team members with implementation of various components within the call routing structures.
-Develop and negotiate Service Level Agreement documents as needed between Operations, Clients and Command Center.
-Meet on a regular basis with Operation Senior Managers to review results and provide consulting on Call Management issues.
-Recognize and initiate escalation for all Tier 1 and Tier 2 system difficulties; including switch and ACD systems, routing systems, computer systems, customized client computer systems, etc. Perform Tier 1 and Tier 2 support (i.e. work with the corporate help desk and a host of departments for any client, system and operational concerns dealing with receipt and handling of client volumes).
-Ensure all pertinent information is disseminated to the appropriate levels of management.
-Accountable for managing and monitoring a multitude of line groups throughout various operating centers, with significant impact to the end results.
-Professionally provides project specific status information to both operations and client contacts.Develop and implement technology in Nortel/Avaya ACD applications, GeoTel/ICM, AT&T, Sprint, MCI and Worldcom platforms.
-Has a strong understanding of call scripting flows, translation of routing structures within a variety of platforms, configuration of routing plans, DNIS and Toll-Free number placement within the shared environment.
-Administer training to new personnel and provide enhancement training as new procedures are implemented.

Education & Professional Certifications:

Bachelor’s degree in related field from a four-year college or university with three to five years related experience; or Equivalent combination of education and experience.
Certification in routing or switch is preferable and/or equivalent experience.

Candidate Profile:

-Minimum two years experience within a Command Center environment including call volume management.
-Forecasting and scheduling experience is also preferred.
-Strong consultative and decision-making skills.
-Ability to communicate with senior management
-Excellent negotiation skills
-Must posses and demonstrate strong leadership skills
-Proven oral and written communication skills
-Strong customer service skills
-Must have proficiency with various software applications programs including Lotus Notes, Microsoft Word, and Excel

Environment, Physical & Other Requirements:
NA

''CONVERGYS IS AN EOE M/F/D/V''

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