| Employer: | LoanCare and ServiceLink Loss Mitigation Services |
| Job Location: |
Virginia Beach - Virginia Beach City County |
| Employment Type: | Full Time |
| Salary Range: | Commensurate with experience |
| Benefits: | Competitive salary, full benefits package and career advancement. |
Description: |
| LoanCare, a division of ServiceLink, has an immediate opening for a Call Center WorkForce Manager. The Call Center Work Force Manager will support the call center and be responsible for developing, analyzing and maintaining reports on key performance indicators (KPI) to consistently measure department performance as part of operational reports for the management team. The Workforce Manager will monitor and maintain the inbound and outbound functionalities in multiple locations. |
Duties: |
- Ensure adherence to key metrics for ACD, AOD and blended services.
- Makes real-time decisions to minimize hold times and meet service levels in contact center.
- Determining optimal work schedules and coordinates the effective scheduling of department meetings, training sessions, and vacations.
- Serves as liaison between the Contact Center and IT department regarding system issues, licensing, and hardware.
- Utilizes workforce management (WFM) tools, trend indicators, staff planning schedules, workload distribution and data reporting.
- Manage the VRU messages related to various services.
- Able to react to change productively and handle other esential tasks as assigned.
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Qualifications: |
Minimum of 2 years experience with call center workforce management (forecasting, scheduling) is required. Proficient and working knowledge of call center technology, including workforce management applications Aspect/eWorkforce, Cisco (CSD, Webview) or CentreVu software preferred. Understand and apply understanding of functional aspects of customer operations (products, fulfillment process) and call center operations. Must have an understanding of Call Center staffing and inbound queuing principles for ACD, AOD and blended services. Training and certification with forecasting / scheduling and related software packages. Advanced abilities in using Microsoft Office (especially MS Excel). Minimum of 5 years experience managing Workforce Operations in a Customer Care and/or BPO operation, with client and senior management interaction. Minimum of 1 year of experience working with at least one process excellence system - e.g., Six Sigma, Lean, COPC, etc.
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