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Team Leader, Command Center

Company: Blue Cross and Blue Shield of North Carolina
Location: Winston Salem
Posted on: September 11, 2019

Job Description:

JOB DESCRIPTION

The Team Leader, Command Center (WFM) leads a team of employees who are responsible for the planning, forecasting, scheduling, and real time resource management of in-center and remote contact center professionals. Work collaboratively with internal and external partners to ensure daily service level metrics and business goals are met.

* Lead the Command Center Analysts performing forecasting, scheduling, itra-day and capacity planning functions that support multi-site call centers.

* Bridge gap between long term budget models and interval level call center forecasts

* Oversee forecasting and planning models to ensure adequate staffing necessary to meet objectives.

* Support the development, analysis, and recommendations for appropriate staffing plans that identify optimal work schedules and workload requirements and provide analysis and recommendations for ongoing adjustments and improvements to staff levels, role progression, skill groups and capacity plans

* Develop staffing requirements and schedules for all sites that support the forecasted workload and enables contact center to meet service level objectives, quality objectives and employee paid time off entitlements.

* Supervise the creation of effective work schedule templates for call-handling positions to most efficiently meet Avg. Speed of Answer (ASA) and service level requirements as defined by management.

* Recommend and help implement strategic changes that will drive improvements in contact center performance & deliverables to meet multi contact service level agreements (SLA s) and quality objectives...

* Collaborate with the contact center management team and other departments to identify workload drivers, growth plans, client issues, technology plans, etc.

* Lead and represent the department on corporate projects that require independent, sound decision making and broad based understanding of effects on the department as a whole.

* Act as liaison between lines of businesses support and Command Center to develop collaboration and partnership.

* Oversee administration of WFM software including triaging technical issues and partnering with vendors on issue resolution

HIRING REQUIREMENTS

* Bachelor's Degree

* Two years of contact center forecasting/scheduling/real time and supervisory experience required.

* If no degree, four years of contact center forecasting/scheduling/real time and supervisory experience required.

* Workforce Management Software (Genesys, IEX, Aspect and Verint) and MS Office proficiency

HIRING PREFERENCES

* Experience with ACD software (Avaya, Genesys, Cisco, inContact)

* High level of proficiency in call center analytics and corresponding metrics to include experience analyzing data from multiple sources while identifying trends and inconsistencies in performance

* Strong Microsoft Excel skills

* Ability to interact with multiple levels of leadership and quickly adapt to fast-paced changes and business needs.

Blue Cross and Blue Shield of North Carolina does not discriminate on the basis of race, color, national origin, sex, age or disability in its health programs and activities.

Keywords: Blue Cross and Blue Shield of North Carolina, Winston-Salem , Team Leader, Command Center, Hospitality & Tourism , Winston Salem, North Carolina

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