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Live Ops Coordinator / Simpsonville, SC / Business / AM754748

Simpsonville, SC
Role and Responsibility
• Serves as back-up to support Live Ops Team Lead in their absence.
• Supports tasks of other coordinators and associates in their absence to ensure business continuity.
• Assist in fulfilling forecasting duties in event of forecaster absence
• Owns overall review, analysis, and vendor WF management of assigned lines of business
• Review previous day/week performance to determine staffing gaps/deficiencies
• Review upcoming schedules/staffing plans to ensure preparedness aligns with forecasted volume
• Analyze 16 week headcount plans to ensure staffing preparedness
• Audit schedule campaigns in WFM Tool (Verint) to ensure optimal staffing (shrinkage, AHT, Volume) schedule efficiency
• Communicate with BPO’s WFM teams to obtain improvement action plans for staffing gaps, call performance opportunities
• Supports vendor WFM Teams with offering best-shared practices for staffing challenges / gaps
• Additional duties as assigned by Manager
• Review 16 week headcount and hiring plan to ensure optimal based on current volume trending AHT, attrition, shrinkage, recruiting fill-rates and graduation rates
• Communicates concerns of planning to vendor POC during weekly WFM meetings, email, or phone call along with requesting action plans to correct
• Review BPO 7 day interval staffing plan to ensure plan is solid and based on forecast, trending AHT, and shrinkage.
• Provide feedback to BPO POC during weekly WFM meetings, email, or phone call along with requesting action plans for corrections as needed.
• Review volume delivery to each BPO by LOB against forecast to determine potential of any over / under delivery concerns which could result in monetary charges or penalties.
• As Needed, gathers all related data to prepare communication to finance regarding potential impacts to operational budget
• Responsible to ensure allocation setting are audited and updated as needed
• Review and provide feedback to LOB daily forecast plan to forecaster
• Review allocation volume settings are audited and updated as needed
• Proactively communicates to Ops leadership team any staffing concerns or action plans related to peak volume periods (Black Friday to Christmas for HE, Iconic launches for IM and hot season for HA products)
• Responsible to communicate staffing concerns related to weather, emergency, force majeure events (with BPO contingency plans for routing and staffing)
• Monthly Verint audits for correction and accuracy of staffing and WFM related data

• Ability to work as part of a team, as well as work independently or with minimal direction.
• Excellent written, presentation, and verbal communication skills.
• Proficient knowledge WFM Management Tools (Verint, IEX, Aspect), Six Sigma, etc.
• Strong PC skills including knowledge of Excel, Word, Power Point

• High School Diploma
• 2-4 years of WFM experience required.
• Process certifications, such as, Six Sigma, CBPP, BPM, etc

BTI Recruiting Team
BTI Solutions
801 E Campbell Rd. Suite 230, Richardson, Texas 75081, USA
Office:+1-972-992-0030, Fax:+1-972-992-0050
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