Customer Service Workforce Management and Optimization (EMT) Job Vacancy in City of Detroit Detroit, MI 48226 – Latest Jobs in Detroit, MI 48226

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Company Name : City of Detroit
Location : Detroit, MI 48226
Position : Customer Service Workforce Management and Optimization (EMT)

Job Description : Description
This is not a Civil Service Position. DWSD employees are subject to provisions of Court Orders entered in United States District Court, Eastern District of Michigan, Southern Division, Case No. 77-71100 with regard to certain terms and conditions of employment. DWSD does not honor reversion rights for internal candidates.

The Workforce Management and Optimization position will be responsible for real time monitoring of service levels and site performance during the day to ensure effective management of the incoming and outbound phone, chat, appointment setting, dispatching and email volume. The position will have high visibility to all the operations teams. This position requires the ability to multitask in a fast-paced contact-center environment and provide daily recommendations on staffing optimizations that drive positive service level performance. You will act as the first line of defense in recognizing issues within the operational workflow and will be required to assist in troubleshooting and escalating to the appropriate department as vital.
Examples of Duties
Job Responsibilities
Will be responsible for tactical planning and historical trend analysis to ensure the call center achieves key performance indicators on a daily and interval basis.
Key responsibilities will include operational, procedural, and data analysis to achieve service level objectives, improve efficiencies, and deliver exceptional customer experience.
This position is accountable for monitoring, adjusting, and optimizing human resource utilization real-time to meet operational and business objectives.
Demonstrates Decision Making/ Complex Problem Solving- proactively gather the right data from appropriate sources, probe/consider all of the facts, considers other perspectives; conduct root cause analysis; refer to long term plans and goals; prioritize key factors; act decisively, promptly and confidently
Advanced skills using Microsoft Excel as well as workforce management software, such as IEX, Bright Pattern and Aspect in a business environment
Ability to prioritize and meet tight deadlines
Analytical with attention to detail
Proactively identify risks, and opportunities around business performance
Realign resources to optimize coverage and service based on skill set and priority
Communicate with front-line leaders to ensure they have the data needed to address staffing needs
Monitor real-time service levels, average speed of answer using WFM and Real-Time Adherence software and telephony/routing reporting, to ensure all call center agents are in compliance and service levels are met
Responsible for assisting in the daily efforts to provide an outstanding customer experience by performing real-time management to service level and agent performance in an omni-channel contact center environment.
Responsibilities

Improve schedules for efficient use of resources to achieve service level goals.
Initiate schedule adjustments based on real-time monitoring of inbound and Outbound queues for variances to forecasts.
Process real-time schedule requests.
Review and approve agent time off and schedule change requests.
Provide support for ad-hoc requests and projects.
Provide daily/intraday performance reports to Leadership.
Monitor WFM systems performance.
Collaborate multiple teams identifying opportunities to further optimize performance.
Performs any other related duties as required or assigned.

Minimum Qualifications
Qualifications
3+ years of Workforce Management experience in an omnichannel, skill based contact center environment required.
Experience with Workforce Management software – Brightpattern (forecasting, scheduling, performance tracking, and reporting).
ACD telephony systems knowledge.
Candidate must possess highly developed analytical skills for reviewing information, analyzing data, and making appropriate recommendations for improvement.
Strong experience working with Excel, Google Sheets, and other analytics tools.
Ability and willingness to learn new software and procedures.
Skilled in problem-solving, critical thinking and decision-making.
Ability to be highly organized with an emphasis on attention to detail, timeliness, and accuracy.
Ability to work with minimum supervision as well as in a team environment, in a time sensitive environment and on several tasks simultaneously.
Highly skilled in effective communication both verbally and in writing with co-workers, management team, other departments, and vendors.
Ability to sit the entire work day viewing a computer monitor.
Open to learning and practicing new processes, freely communicating ideas, and committed to the best end result
Understanding of Key Performance Indicators for the contact center industry for multimedia, omnichannel environment
Willingness to work evenings, weekends, holidays, long hours, and be on call as needed
2 years contact center experience preferred
2 years Workforce Management experience preferred

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