Vacancy expired!
DescriptionJOB PURPOSE: Primarily responsible for supporting contact center leadership by analyzing contact center workloads real-time and ensuring appropriate staffing coverage, taking action to fill coverage gaps and reduce staffing surpluses, approving and updating schedule exceptions, planning and executing on contact center game plans, with a focus on promoting a positive employee experience.This position can be located in Sioux Falls or Fargo. The schedule of this position will vary: work hours will be between 6:00am and 11:00pm and include a weekend rotation.KEY FUNCTIONS:
Actively monitor contact center workload real-time and maintains a log to track ongoing contact center performance.
Analyze performance data to recognize changes in trends and collaborate across boundaries with leadership to take action to achieve service level goals for all contact types including inbound and outbound voice, digital chat and social media.
Maximize the use of the Workforce Optimization (WFO) platform to monitor call center metrics compared to the forecast and take action to align the forecast with actual performance data.
Work closely with the Workforce Forecast Analyst to ensure anomalies and trends are considered for future forecasts.
Utilize the Automatic Call Distributor (ACD) to monitor real-time adherence and collaborates with leadership and employees to address any adherence concerns.
Research call routing enhancements that improve the customer and employee experience and make informed recommendations on how to leverage the ACD to achieve service level goals.
Clearly communicate the workforce strategy to stakeholders and employees.
Create reports as requested by internal customers and assists them in interpreting the data.
Ensure internal customer requests are resolved in a timely manner.
Assist Workforce Management as needed in forecasting, monitoring queue performance, maintaining the ACD and WFO platforms, report development and processing and other tasks as needed.
Follow and serve as a role model in displaying Midco’s Core Values and Leadership Success Drivers.
Adhere to Midco’s privacy guidelines to ensure each customer’s privacy.
Maintain regular attendance as required by your position.
ADDITIONAL FUNCTIONS AND RESPONSIBILITIES:
Demonstrate Courage: hold themselves accountable; provide insight and opinions on difficult issues; isn’t afraid to learn from failures.
Agility: model flexibility, resiliency and self-awareness.
Build Talent: solicit input from others regarding performance and adjust behavior based on feedback; provide feedback to others at all levels to help them improve and grow; committed to personal and professional growth.
Collaborate Across Boundaries: work toward win-win solutions; demonstrate transparency and follow through on commitments; assume positive intent; treat everyone with dignity and respect.
Think Strategically: anticipate unexpected outcomes; take ownership of the strategy; analyze personal decisions and behavior for impact on the company, customers and team.
Demonstrate Business Acumen: seek to fully understand problems and use sound judgement to provide solutions.
Innovate: model curiosity and encourage creativity; remove obstacles; try new approaches; freely offer ideas; strive to add value and simplify the experience for the customer and team.
Execute: set high standards for personal performance; convey a sense of urgency to quickly address problems and opportunities; self-aware and accurately assess own performance against set goals.
Apply personal ethics, honesty, initiative and confidentiality in all areas of responsibility.
Perform training and provide guidance to members of the Workforce Management team on software and department processes.
Develop and lead projects aimed at improving the Workforce Management team and its ability to support the business.
Exhibit proficiency in written and oral communications and produces concise, relevant and strategically driven documents, communications and presentations.
Multitask without the loss of efficiency or composure.
Actively follow Midco policies and procedures.
Perform other duties as assigned.
EXPERIENCE AND EDUCATION:
Minimum 2 years of experience working in a contact center environment is required.
Minimum 1 year of experience in a leadership role within a contact center environment is preferred.
Proficiency with Microsoft Excel, including lookup functions, creation and manipulation of pivot tables, conditional formatting, data filtering, charts and graphs is required.
Experience applying principles of staffing in a contact center environment, involving inbound and outbound calls as well as digital chat and social media interactions, is preferred.
Experience with Aspect Workforce Management software is preferred.
Experience with Genesys/i3 ACD software is preferred.
Experience with creating, modifying and running SQL queries is preferred.
WORK ENVIRONMENT AND PHYSICAL DEMANDS:
Inbound Call Center Environment, in a cubical, on the phone as needed.
Must remain at workstation for long periods of time
Extremely time sensitive in order to meet customer demand
Heavy keyboard/mouse usage required with repetitive movements
The noise level in the work environment is moderate to loud.
Employees may be required to work in excess of 40 hours per week
Most shifts are outside normal business hours, and include rotating holidays, evenings and weekends as business demands.
ABOUT MIDCO: Midco has been blazing trails since 1931, bringing innovation to the world of telecommunications and delighting customers with exceptional service. Through ambition, imagination and a genuine commitment to each other, Midco proudly serves more than 385,000 residential and business customers in 342 communities in Kansas, Minnesota, North Dakota, South Dakota, and Wisconsin. By 2025, Midco will deploy 10G, the next great leap for broadband – while also expanding its fixed wireless network to rural areas. We’re also dedicated to making our communities better places to live, work and play. Ready to work at Midco? We thought so. Here are a few more reasons why Midco is one of the best places to work:
Free and discounted Midco internet / cable
Tuition reimbursement
Support of employee involvement in the communities we serve
Employee referral program
Wellness programs
Visit MidcoCareers.com to learn about employment opportunities and apply today.Midco is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, protected Veteran status, age, marital status, status with regard to public assistance, familial status, membership or activity in a local commission, or any other characteristic protected by law. To view our full EEO and federal contractor supplemental posters, please refer to Midco.com/FederalPosters.Equal Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThe contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
Vacancy expired!