Workforce Advisor

Summary

Join NRTC, a member-driven technology cooperative, as a Call Center Operations specialist. You will play a vital role in the day-to-day operations of our call center, ensuring optimal service levels by monitoring call volume, managing workforce scheduling, and optimizing resource utilization. Responsibilities include real-time monitoring of call metrics, adjusting call routing, addressing service level issues, managing employee schedules, and collaborating with management on staffing and training needs. You will also contribute to operational improvement initiatives and prepare reports to support management decision-making. This position requires strong analytical skills, experience in a technical call center environment, and the ability to lead and motivate a team.

Requirements

• Knowledge of the NRTC Managed Services and Member tools, as well as, ISP technologies and services
• Excellent time management and organizational skills
• Excellent documentation skills and follow-up skills
• Demonstrated ability to manage multiple projects and multi-task
• Ability to work effectively and efficiently with peers in a cross-functional setting
• Strong analytical skills including data analysis and proven proficiency with spreadsheets
• Understanding of WFM tools and call routing systems
• Detail oriented, strong organizational skills and accuracy is critical as we are a fast paced group
• Ability to self-manage and stay on task
• Ability to work a flexible schedule to meet business needs
• High school diploma or equivalent
• Exceptional performance and attendance record
• Minimum three (3) months leadership experience or previous work experience in technical call center setting with demonstrated ability to lead and motivate a team
• An equivalent combination of education and experience may be considered

Responsibilities

• Monitor call volumes and resources to ensure achievement of service standards, react to fluctuations in call volume as they occur in order to restore service levels as quickly as possible
• Manage and adjust call routing when unusual call patterns exist in order to ensure service levels are met
• Monitor call queues at all times and take swift action to flush out and address abnormalities to volume. Including contact Members to verify outages and placement of IVR’s to help keep things in balance
• Manage breaks, lunches, paid time off, tardiness, etc. for the location and work with peers to ensure optimal coverage
• Work with site Manager to maximize utilization of resources to maximize support coverage
• Manage schedule adherence for location and consult with management on ways to address concerns
• Manage day-to-day time tracking of tech/agent hours to ensure accuracy
• Work with management to determine staffing and training needs
• Help inspect and identify potential operational issues and suggest improvements
• Ensure operational and affiliate goals are met
• Provide support for month end reports; prepare reports and analyze data to assist management in determining areas of focus to increase efficiencies
• Perform other duties as assigned