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Job Opening details:-
Company Name :- Radial, Inc.
Position Name :- Workforce Management Intraday Specialist
Company Location :- Melbourne, FL 32901
Job Category : Management jobs
Full Job Description :-
Workforce Management Intraday Specialists
At Radial, our employees are the forefront of ecommerce, bringing beloved brands to consumers through our fulfillment, customer care and technology solutions. We are fueling the future of retail, which means you are, too. When you work for Radial, you join a global community of changemakers, where the work is critical, and the culture is fun. We depend on our workforce to overcome real-world challenges every day and encourage you to carve your own career path while shaping our future together.
Radial, the leader in omnichannel commerce technologies and operations has an exciting opening for a Workforce Management Intraday Specialists. Radial’s omnichannel solutions use cutting-edge technology and analytics to optimize the e-commerce end to end processes reducing costs for our customer while enhancing the consumer experience.
The Workforce Management Intraday Specialists position is responsible for monitoring real-time activity of agents, call queues inclusive of phone and digital channels, data and metric analysis, and trending and reporting on call center performance stats to ensure contractual obligations are fulfilled and labor is managed effectively and efficiently. Partners with Leadership to share responsibility to meet service levels, agent adherence and real-time objectives across all partners and sites.
Real-time manage staffing to meet Service Level, Abandon and Occupancy standards in a multi-skill set, multiple-channel, multi-center environment.
Identify root causes for misses in KPIs and develop an action plan to reconcile misses same week, collaboration with appropriate Teams to develop potential long-term solutions.
Proactively action and communicate identified intraday risks to management and/or another intraday analyst
Approve/recommend discretionary activities to increase utilization and productivity
Analyze call volume pattern and reforecast when appropriate to ensure the Team & Vertical leadership has a more realistic expectation of their day
Support the business owners as needed with real-time Adherence Alerts and escalation to line management as necessary
Handle inbound phone calls and administer Intraday updates (i.e. absences, schedule adjustments) in the WFM Tool
All other tasks and duties as assigned
Minimum of two-year Contact Center experience required
Proficient in MS Word and MS PowerPoint with Intermediate MS Excel skills
Strong mathematical, analytical, communication, and organization skills
Self-motivated, Autonomous and Team Player
Knowledge of basic call center fundamentals
Excellent analytical, critical thinking and problem-solving skills with a proven track record of uncovering trends and patterns
Maintains an approachable image through flexibility, patience, tolerance, listening and open-mindedness
Ability to handle multiple tasks and work well under pressure to meet deadlines
This position can be remote.
Travel is not required.
Radial is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.
Radial is committed to ensuring that its online application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application, please contact us by emailing firstname.lastname@example.org. We will work to assist disabled job seekers whose disability prevents them from being able to apply online.
We were made aware of an employment scam in which a third-party is creating false communications under the Radial name. We want to reiterate that Radial never seeks payment from job applicants and only reaches out from @radial.com email addresses. We are encouraging applicants to apply through our website at Radial Careers for added security.
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