The Norton Support & Services Workforce Management (WFM) team is responsible for the entire workforce management process with the purpose of optimizing resources to deliver a great customer and employee experience. The team is overall accountable for forecast, capacity planning, agents schedule, and real-time queue management. The team supports 24x7
Operations and it has global responsibility managing multi-language, multi-partners, and multi-locations. An exciting opportunity is available within the WFM team for a Sr Support Ops Specialist.
Define Staffing requirements
Understands components of staff workload and calculates staff workload by interval/day
Monitors and records factors impacting offered, handle, handle times on both data gathering and staffing calculations in order to conduct staffing schedule reviews and adjustments
Keeps track of factors that influence staffing numbers
Works with partners to plan releases, training, projects, etc.
Prepare performance models and plan capacity effectively.
Controls and monitors staff occupancy and productivity
Profile maintenance and access rights for users on WFM Tool
Create and plan workforce schedules
Controls and monitors shrinkage and use it to plan headcount requirements into schedule
Understands site-specific advantages/ disadvantages in scheduling call center agents
Defines the options of identifying schedule preferences using technology
Monitors the impacts of requirements such as research, training, and mentoring
Responsible for schedule creation and optimization
Knowledge of skill-based scheduling and suggests alternatives
Provide real-time queue monitoring and management at an intra-day level with the aim to maximize resources efficiency
Work with the respective contact centers to ensure that the partner's schedule is in line with the global schedule and adjusted accordingly.
Analysis and tracking of shrinkage data
Monitors attendance and schedule adherence
Education and Experience
Experience in global, multi-channel large contact center operations
2-5 Years experience in WFM and Contact Centre Staffing schedules
Business Management Bachelor's Degree or equivalent work experience.
Expert user of call center scheduling software (Aspect preferred)
COPC certification is an advantage
Proficient in English
Is self-directed and requires little supervision. Meets self-imposed deadlines.
Has excellent analytical skills and strong decision-making abilities.
Resolves problems as needed.
Must be a team player and able to work with and through others.
Able to work effectively at all levels in an organization. Good relationship building skills.
Will be hired for evening shifts, but must be able to work flexible hours covering any hours of the operation as needed.
Effective written and oral communication skills.
Proficient in MS Excel and PowerPoint
Ability to work in a fast-paced environment and be able to adapt to changing priorities and workload quickly.
Strong organizational and prioritization skills with attention to detail.
Experience in producing reports from raw data.
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