Mission Control Specialist
On-sitePortmore, Saint Catherine Parish, Jamaica
Job Summary
Monitor real-time adherence to the schedule by production associates and track daily critical metrics to trigger escalation procedures when thresholds are reached. Make recommendations to Workforce Management leadership for overtime based on intraday data and provide reporting on KPIs and the impact of any escalation procedures. Conduct analysis of call flow to recommend solutions for real-time performance issues while managing contact center schedule adherence. Ensure operational goals are met by accurately tracking and adjusting staff resources to meet call volume demands. Exercise judgment and assume responsibility for decisions impacting people, cost, and quality of service within the organization. Available to work day and evening hours including one weekend day.
Required Qualifications
- Minimum of 1 year of experience in Workforce Management
- Excellent Attendance & Punctuality record
- Strong analytical and organization skills
- Ability to plan and prioritize tasks of competing priorities
- Proven ability to work independently, take initiative, problem solve, handle multiple tasks, and prioritize daily responsibilities
- Thrives in a team-oriented environment, passionate about cross-training and sharing responsibilities
- Available to work day and evening hours to include one weekend day
- Knowledge of contact center metrics, key performance indicators, agent behavioral trends (shrinkage), and other factors that affect queue and adherence reporting
- Ability to do a root-cause analysis as it relates to real-time management
- Ability to make sound decisions quickly in a fast-paced work environment
- Strong interpersonal skills and the ability to communicate with many different levels of employees
- Excellent verbal and written skills; high accuracy of work; fosters open two-way communication
- Excellent basic math skills (addition, subtraction, division)
- Be a problem solver; highly organized; works independently as well as with a team
Desired Qualifications
- Workforce Management systems experience: Verint Impact 360, InContact, NG, or similar
- Intermediate Excel Skills (e.g., VLOOKUP, pivot tables, sum product functions, etc.)
- Presentation skills/ability to build and deliver succinct presentations (PowerPoint proficiency)
- Experience using Tableau
- Experience with analyzing, interpreting, and summarizing complex data sets
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