Responsibilities:
- Supervises and maintains training plans to ensure that adequate staffing resources are planned to handle the forecasted call volume.
- Ensuring analysts understand and comply with all call center objectives, performance standards, and policies.
- Monitoring and evaluating analysts performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
- Ensures reporting is provided to the operation team that illustrates intraday scheduled staffing versus required staffing on the forecast and monthly basis to ensure KPIs are met.
- Ensures staffing and scheduling modifications are recommended to the operation team and are executed on an intraday, daily, weekly and monthly basis to ensure KPIs are met.
- Ensures 100% adherence to all company policies and procedures (i.e. Security, Health, Safety and Quality).
- Maintains discretion and confidentiality in all areas pertaining to systems, data and proprietary information, whether internal to iQor or customer specific.
- Interprets a variety of instructions furnished in written, oral, diagram or schedule form.
- Understands and embraces the business and call center operations strategic direction.
- Performs other duties as assigned.
Skills Requirements:
- 2-3 years of work-related experience required supervisory experience (WFM setting).
- Strong Interpersonal skills.
- Strong Leadership and Development skills to manage complex role.
- Flexible to work on any shift schedule and demands of the business.
- Advance skills in Excel.
- Knowledgeable in software programming is an advantage.
- Expertise and knowledgeable in all Reporting tools and usage.
- Ability to read and interpret complex data.
Education Requirements:
Bachelor's Degree, First Degree, Trade/Vocational School certificate or Equivalent required. Degree in Business Administration or related field preferred.
