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Build an exciting, rewarding career with us – help us make a difference for millions of people every day. Consider joining the Duke Energy team, where you'll find a friendly work environment, opportunities for growth and development, recognition for your work, and competitive pay and benefits.
Responsible for real time monitoring of several systems that provide the necessary information which aid in making decisions to adjust staffing and manage real time service levels. Manage skill assignments and call flow between in house and vendor agents. Maintain positive relationships with internal Customers and outsourced Vendors to ensure that joint goals are met. This is all done in an effort to balance the customer experience and meet all departmental and corporate goals.
Real Time Service Level Monitoring
Monitor workflow and manage/balance staff positioning to ensure efficient coverage of call center work activities thru proactive management of call center resources including 3rd party vendors. Factors that must be analyzed/considered include: Live Voice Call volumes and required phone coverage, staffing needs for email / non-call activities, team Lead Line coverage
Utilize Avaya CMS Supervisor to balance the customer experience by balancing calls through skill assignments and skill groups. This is done for both Duke in house and vendor agents.
Monitor weather radars across regions along with DOMS Dashboard to determine if additional staffing is needed for unpredicted weather related events.
Utilize the weather radars to see approaching storms and send appropriate communications including schedule extensions and activation of Emergency Assistance Teams (EAT).
Analyze daily trends to determine and make needed staffing adjustments. Analyze past and present intra-day (30 minute increments) call volume and average handle time to proactively: Increase staff by canceling all offline activities and requesting assistance from alternate resources, Schedule additional offline activities such as noncall work, training, professional development time for reps, Offer same day vacation, time off without pay, cancelation of overtime, offering professional development opportunities and determine availability for offline training
Analyze actual volume and AHT to identify trends and make needed changes to interval call volume and AHT.
Notify supervisors, leads and members of management to advise them of service level challenges and request assistance in monitoring after call wrap.
Reviews real time requests for agent offline time including coaching, training and meetings.
Single point of contact for IT. Works with IT on system health and day-to-day system issues.
Real Time Analysis on a daily basis to ensure employee schedule adherence, management and tracking of off-line segments
Real Time Scheduling Responsibilities
Serve as single point of contact to report absences.
Maintain agent skills in Avaya CMS Supervisor.
Responsible for agent communications to include system problems and ‘need to know’ instructional communications.
Responsible for updating all system issues, impacts to service level and resolution on the System Health Log.
Schedule required training and assures the training is completed by deadline.
Prepares report and facilitates daily tailgate meetings with call center leadership.
Pre-schedules all team meetings (90 minutes per rep)
Maintain the emergency notification system Assurance
Update WFM systems with employee initiated schedule swaps
Maintain schedule information in the WFM systems
Train newly hired employees on WFO and corporate time reporting
Job Specific Skills
Previous call center experience or exposure to customer service telecom related environment
Strong analytical and problem solving skills
Working knowledge of Microsoft Office products (Word, Power Point, Excel)
Demonstrated ability to speak and write in a clear, concise and effective manner
Demonstrated time management and organization skills
Ability to interpret data, identify trends, and produces solutions to complex problems
Ability to manage multiple projects simultaneously
Demonstrated conflict management skills
Ability to communicate with all levels of management
Effective interpersonal and human relation skills
Ability to work with minimal supervision and direction
4 year degree and 1 year of contact center experience OR 5 years related experience in lieu of degree
Bachelor’s degree or a minimum of 1-3 years of related work experience in call center workforce operations
Knowledge of Call Center Operations
Proficient with Aspect 8.1 and Avaya
Relocation Assistance Provided (as applicable)
Visa Sponsored Position
Posting Expiration Date
Monday, December 16, 2019
All job postings expire at 12:01 AM on the posting expiration date.
Please note that in order to be considered for this position, you must possess all of the basic/required qualifications.